Junior IT Support Analyst

Job description

We're looking for a talented and passionate IT Support Analyst, to join Wildlife's Corporate Technology team. As an IT Support Analyst, you'll play a key role in providing the best tech support experience for all Wilders around the globe. You'll be in constant contact with all departments of the company, seeking to provide the best assistance and also helping to constantly improve procedures and systems so we can provide best-in-class support services. It is highly important to bring not only a great technical background but also excellent communication and organizational skills! We know that the work we do has a high impact on our company's success and culture. The right person for this position is curious by nature, and comfortable in a "take the initiative" environment, loves solving problems, and can thrive in a fast-paced business. # **What you'll do** - Manage all tickets assigned to you in our system, ensuring SLA compliance, high customer satisfaction, and definitive solutions for recurring problems; - Facilitate the onboarding of new Wilders, guaranteeing that all newcomers receive the necessary accounts, permissions, instructions, and devices to perform their roles from day one; - Execute workstation and IT device provisioning and de-provisioning, continually improving our IT Asset Management process to maintain accurate inventory control; - Provision, install, upgrade, and troubleshoot licenses for a variety of video and game production software, including Adobe Creative Suite, Autodesk Suite, Unity, Unreal, Cursor, and Krea; - Provide comprehensive support and troubleshoot incidents across MacOS and Windows workstation environments, as well as iOS and Android mobile devices; - Create highly structured documentation—such as knowledge base articles, how-tos, and user guidelines—for both our internal team and end-users; - Identify proactive opportunities to improve systems and procedures, moving beyond simple ticket resolution to drive efficiency, automation, and best-in-class support services; - Maintain and support office infrastructure, including local servers, Cisco Wi-Fi, and Google Meet hardware; - Administer Google Workspace, managing requests and resolving incidents within tools like Gmail, Calendar, and Drive; - Manage access permissions and troubleshoot issues across other core systems, such as Jira, Confluence, Unity, Microsoft Entra, and Okta; - Configure and support remote connection applications (e.g., Parsec, AnyDesk) tailored for our Artist environments; - Troubleshoot and support specialized Artist devices and peripherals, including high-end monitors and Wacom Cintiq drawing tablets; - Act as the end-to-end owner of each request, liaising with all Corporate Technology squads to guarantee the right solution; - Collaborate within a cross-functional team to directly elevate the tech support experience for all Wilders. **What you'll need** - Knowledge of Mac OS and Windows operating systems; - Knowledge of Google Workspace applications (Docs, Sheets, Gmail, etc) is essential; - A completed degree or diploma in Network, Systems, or Computing; - Experience with general computer systems administration. - Documentation skills. - Availability to work in hybrid mode - On-Call availability for off-hours requests - Excellent verbal and oral communication skills; # **What’s nice to have** - Advanced English (both spoken and written); - Previous experience providing tech support in a corporate environment; - Hands on experience with maintaining and servicing Mac and Windows laptop hardware - ITIL and/or Project Management, IT Support related courses or certifications; - Knowledge of iOS, Android, and Linux operating systems; - Knowledge of computer networking fundamentals - Experience in the Jira Service Management ticketing system - Experience with supporting cloud-based SaaS applications such as Google Workspace, Slack, Okta, Atlassian (Jira, JSM, Confluence); # **More about you** - Customer-oriented culture; - Strong analytical, organizational skills, and you have training in root cause analysis; - Curious, proactive, full of energy, and seeking constant learning; - Fast learner and know how to manage the time spent on each task; - Highly adaptable to dynamic environments, comfortably handling multitasking and sudden changes in direction; - Creative problem-solver, continuously seeking improvements for processes and solutions; - Autonomous in recognizing new priorities and evaluating the business impact of your decisions; - Clear and effective communicator, able to align with the team and stakeholders to identify issues and demands. # **About Wildlife** Wildlife is one of the leading mobile game developers and publishers in the world. We have released more than 60 titles, reaching billions of people around the globe. Here, we create and maintain games that will excite, intrigue, and engage our players for years to come! # **Equal Opportunity** Wildlife is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, colour, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. *We're committed to providing accommodations for candidates with disabilities in our recruiting process.*