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2nd Line Support Engineer for Video Game Company

2nd Line Support Engineer for Video Game Company 40 hrs/week, 12+ months
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Currently, we are looking for a remote 2nd Line / Environments Support Engineer to join our team.

The customer is an American video game and software developer and publisher, developing a commercially available game engine that also powers their internally developed video games.

This role handles Tier 1 and 2 support tasks.


  • User support, troubleshooting, responding to Jira tickets, answering to users through slack or phone calls
    • The team will be working on 24x7, participating in on-call rotations, this will include holiday coverage and eventually weekend support


      • Experience using help desk ticketing system (JIRA Service Desk is a plus)
        • Strong understanding of desktop components and desktop architecture
          • Experience using backup/recovery software for desktops
            • Experience building and repairing custom desktops
              • Experience using remote support tools (example; Dameware)
                • Maintaining desktop documentation (Confluence is a plus)
                  • Experience dealing with incident troubleshooting and escalation procedures
                    • Basic understanding of TCP/IP routing and network protocols
                      • Ability to troubleshoot network issues, for wireless, LAN, and WAN
                        • Basic understanding of how DNS, DHCP, DFS, GPO plays in a desktop ecosystem
                          • Experience with Windows 7,10 required
                            • Experience supporting Mac OS required
                              • Experience using software deployment tools
                                • Basic experience with A/V hardware and conference room setups (Control4 a plus)
                                  • Basic support of video conferencing solutions such as Lifesize, Google Hangouts, etc.
                                    • Strong customer service skills
                                      • Must be able to work well independently
                                        • Ability to prioritize and quickly resolve issues
                                          • Excellent analytical and problem-solving skills
                                            • Excellent verbal and written communication
                                              • Strong organization skills
                                                • Experience using a help desk ticketing system (JIRA Service Desk is a plus)
                                                  • Experience participating in an On-call rotation

                                                    Nice to have

                                                    • Identity management through Active Directory & Okta
                                                      • Familiarity with ITIL
                                                        • Experience developing scripts to automate day to day desktop activities (PowerShell, shell scripting, or python)
                                                          • Experience supporting Atlassian suite products like JIRA, Confluence and JIRA Service Desk
                                                            • Familiarity with version control systems such as Git, Perforce
                                                              • Windows Server 2008/2012
                                                                Active Directory
                                                                Customer Service (Logistics in Supply Chain)

                                                                Benefits in eligible locations


                                                                For you

                                                                • Medical insurance with 100% of insurance cost covered for you and your legal dependents
                                                                • Paid time off
                                                                • Stable income

                                                                For your comfortable work

                                                                • 100% remote work forever
                                                                • Free licensed software
                                                                • Possibility to work on your own device (BYOD)
                                                                • Stable workload
                                                                • Relocation opportunities
                                                                • Flexible engagement models

                                                                For your growth

                                                                • Free trainings for technical and soft skills
                                                                • Language courses
                                                                • Access to internal communities and competency centers
                                                                • Access to internal and external e-Libraries
                                                                • Certification opportunities
                                                                • Skill advisory service

                                                                40 hrs/week

                                                                Hours per week

                                                                12+ months

                                                                Project length

                                                                Viet Nam

                                                                Locations eligible for the position