At Keywords, we are using our passion for storytelling, games, technology and media to create a global services platform for the Video Games and the Media & Entertainment industries.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing, we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed.

Keywords is trusted and relied upon by many of the world's leading companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

People at Keywords are passionate, talented, committed and resourceful. Human talent is our most valuable resource and as a business, we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 75+ studios around the world or working together virtually.

Objective of the Position

The Support Bar Analyst will represent the IT department and addressing level 1 and 2 issues reported by Keywords employees, providing fast resolution to those issues while working on projects to implement new systems or to upgrade existing environment addressing those in person, email, by telephone or redirect the case to the designated team and following it in a prompt, professional and efficient manner.

Responsibilities And Main Tasks

Acting as the first point of contact to end users for all IT queries / issues
Tests preparation, build management, mobile devices preparation
Responding to incoming customer requests via Help Desk Tickets, phone, email and/or chat sessions, and walk-up inquiries
Troubleshoot user issues on computers, consoles, laptops and mobile devices
Managing, owning and being responsible for resolving all IT level 1 and 2 support issues
Redirect and follow level 3 case if needed
Managing priorities and ensure all issues and projects assigned are completed as per the timelines
Research and test new technologies/ solutions based on requirements to address future or immediate needs
Documentation of procedures and incidents
Inventory management
Other duties as assigned

Requirements

Required Profile and Skills

DVS on Computer Support or any other related field of study
Working knowledge of server computing, routing, firewalls, phone systems and patching
Excellent oral and written communication skills in English
Customer service experience, skills and ability to handle pressure situations
Patient, personable, high energy, dependable demonstrating a positive attitude
Desire to take ownership of issues - self-starter
Previous experience working in the Gaming industry is considered an advantage

Required Availability:

Working 5 days per week with shift/site rotation and on call rotation
Available to work in an ‘out of hours' schedule
Available to work on evening shifts
Available to work additional hours as required to fulfill the requirements of the role. This may include extended shifts and occasional weekend work

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.

Note to Recruitment Agencies

Please be advised that Keywords Studios does not consider unsolicited resumes, or any form of contact initiated by unauthorized third parties, including recruitment or placement agencies, unless a pre-existing, valid agreement is in place. Any fees incurred by unauthorized third parties will not be compensated by Keywords Studios.

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Americas, Canada, Ottawa

Area of Work: IT & Infosec

Service: Support Services

Employment Type: Permanent

Working Pattern: Full Time, In-Office

Keywords Studios

Open Positions

Support Bar Analyst