RPM Support Engineer (1 year contract)

ENTERTAINING IS OUR PASSION

EA was founded over 25 years ago by individuals with a deep passion for making games. Many things have changed over the years as the gaming industry—and the company—has expanded immensely, but we are still driven by the same passion for developing, publishing, and distributing the world’s best games. Our history has been one of great success, and our future looks even brighter. Gaming has come a long way from Pac-Man & Space Invaders to modern EA Favorites like Burnout, Battlefield, Mercenaries, Dead Space, Spore, FIFA, Madden, Need for Speed and the world’s most successful game franchise, The Sims. Fueled by our talented staff at locations right across the Globe we are united in our passion to continue shaping the future of interactive entertainment. Together we can make a difference.

About Release & Preservation Management (RPM)

A division of GDIS (Game Development Infrastructure Services), RPM is responsible for the internal and external distribution of EA content. The 24x7 Services team is RPM’s front line & first response center for service requests, tickets and incidentA key responsibility includes providing 24/7 support to all EA sites & personnelIt is our mission and core value to provide an excellent customer experience, so much so, that our emphasis is not on volumes of ticket or fast ticket or request resolution, but instead how happy our customers are with our service and our interactions with We call this a ‘Customer First Experience’

Position Summary:

The RPM 24x7 Services team is accountable for offering remote support to the WW RPM labs and their clients in order to ensure the stabilization and performance of our core functions as well as the front line for incidents and requests with a ‘Customer First’

Key Responsibilities:

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

Job Qualifications:

Experience working with Service Desk systems and in an IT Helpdesk environment
Understanding and awareness of the ITIL framework
Practical understanding of networking - routing, subnets.
Ability to follow documented processes, as well as, update and maintain documentation and knowledge bases.
Knowledge of Microsoft Enterprise systems
Knowledge and experience with Virtual machine systems
Experience supporting remote components
Ability to work independently in a fast-paced environment and manage multiple projects while maintaining a high quality of work
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)
Strong analytical and troubleshooting skills
Highly organized with attention to detail and strong time management skills
Strong customer service orientation
Troubleshooting experience with hardware, software, and network connectivity issues
Weekend and shift-work required