Service Desk Specialist – 6 months contract

Electronic Arts Romania, one of the largest tech companies and video game developers in Romania, brings together talented people from diverse work backgrounds and industries all united by a common passion: inspiring the
world to play. If your dream job is to work with cutting-edge technology on some of the most popular video game franchises in the world, including EA SPORTS FIFA or NHL, then you're in the right place. Level up your learning and career development with some of the most talented industry professionals in the gaming world. We’re a diverse, creative, and collaborative group of people united by our shared vision of excellence. If you have a passion for creative storytelling, knowledge of one or more programming languages, an understanding of animation or design techniques, detailed knowledge of gaming and gaming principles, super-attention to detail, or a background in quality control or assessment, then join us creating the future of gaming.

• 6 months’ experience in an IT Helpdesk environment
• Understanding and awareness of the ITIL framework
• Understanding and applying networking concepts - routing, subnets, UDP, TCP, IP, VLAN, VM, DNS & DHCP.
• Knowledge of Microsoft Enterprise systems, Outlook, SharePoint; Office suite Word, PowerPoint; including an advanced understanding of Excel and parsing data.
• Knowledge and experience with Virtual machine systems
• Experience supporting remote components
• Resourceful, proactive and innovative - identifies issues and implements solutions, as required
• Flexible and at ease in an environment with constant change
• Advanced English and communication skills (both written and verbal)
• Highly organized with attention to detail and strong time management skills
• Extremely strong customer service orientation
• Troubleshooting experience with hardware, software, and network connectivity issues
• Availability to work in shifts (including weekends)

• Resolve service requests and incidents with a focus on customer experience
• Open and track incidents as they appear, troubleshoot, resolve and/or escalate when needed
• Ensure that all data follows RPM tracking and security protocols
• Create and maintain department knowledge base and run books
• Perform audits of current infrastructure, documentation and applications
• Remotely maintain hardware and troubleshoot and resolve issues for global locations
• Run systems and application user acceptance tests in accordance with a test plan
• Troubleshoot issues related to production and non-production systems
• Manage incidents end-to-end including facilitation of root cause analysis
• As directed, interface with customers, partners, vendors and stakeholders worldwide
• Effectively communicate with all levels of the organization
• Perform other related tasks as necessary