A leader in creating deep and engaging experiences on PC and mobile, Jagex was founded in 2001 and is today one of the UK’s biggest and most respected video game developers and publishers.
Famed for its flagship MMOs RuneScape and Old School RuneScape, Jagex has welcomed more than 260million player accounts to its world and created a $1bn lifetime franchise revenue. Today the RuneScape franchise exists beyond running games in live operations; our titles are living games that connect and inspire millions of players, with content and experiences both inside and outside of inexhaustible game worlds.
Both RuneScape and Old School RuneScape, on PC and mobile, offer ever-evolving, highly-active worlds and our community-focussed development ethos empowers players to have a real say in how each game is shaped.
Provide support to Jagex Staff and any 3rd party contractors, in the troubleshooting of software and hardware issues and liaise with 3rd Parties and other Jagex teams where required in delivery BAU and project initiative Work.A customer service focus, with an excellent ability to handle end user requests and complaints.Exceptional interpersonal skills, with a focus on listening, questioning & team working skills.Owning support requests and projects working through these tasks in a timely and professional manner.Accountable for the administration and support of EUC systems, ensuring all BAU work is understood and planned which includes the security, patching, uptime of all EUC systems.Proven analytical & problem-solving abilities, combined with excellent attention to detail for trend analysis to reduce case load, to improve teams’ efficiency and where applicable the documenting of new processes .Investigate and implement service. improvements, Document new IT processes when required.Ability to work unsupervised and lead when called upon and have excellent organisational & prioritisation skills, ability to complete multiple projects in a timely manner & can work efficiently under pressure.Participate in initiative planning for the EUC roadmap.Ensuring communication is open to all members of IT and Jagex staff.Mentor, coach and upskill other IT Technicians with technical, process and soft skills.Ability to present ideas & troubleshooting procedures in business-friendly & user-friendly language.Maintaining the asset information, providing updates for installations, moves, user changes, upgrades, etc. on the relevant systems.Involvement in setting up AV and Gaming Events.
Jagex is expanding and extending its portfolio with fresh franchise titles, new IP and, in 2018 launched Jagex Partners, delivering third-party publishing and operational services exclusively for the living games of the future.
Proven commercial experience in a similar support role.Excellent knowledge of PC & Mac hardware components (Dell/Razors) peripherals & Operating Systems (to current versions), as well as Mobiles & Tablets (Android & iOS).Excellent knowledge & experience of IT ticketing systems (e.g. – Managed Engine, Zendesk etc)Good working knowledge of Core Microsoft technologies – Active Directory, Group Policy, DNS, DHCP, Azure ADGood working knowledge of Office365, Anti-Virus (Sophos, Kaspersky, Carbon Black), SSO and MDM’s (e.g., Okta)Good Knowledge of SCCM or JAMF – deploying software, builds, configuration.Understanding of a common scripting language (PowerShell, Bash, etc.), and the confidence to troubleshoot and adapt scripts to new requirements.Working knowledge of networking – LAN, WIFI, VPN including switches, firewalls ideally – Palo Altos, CiscoFamiliarity with Virtualisation technologies –VMWare, Hyper-V, SANExposure to Horizon VDI (Virtual Desktop Infrastructure) and remote access systems ideally PulsePrior knowledge of Jira and Confluence (advantageous)An understanding of Agile Methodologies, experience working in Kanban, or as part of a cross-functional teamExperience automating processes with technologyGamer at heart (desirable)The support hours will be 08.00 – 18.00 Monday to Friday, working a shift pattern, with an occasional need to cover support outside of these hours.Technicians must be available to cover support across any of these shifts.This is a full-time position, based out of the Jagex UK office.
Jagex employs more than 400 people at its Cambridge headquarters and is on the hunt for talented people to work across the business to help the company to achieve yet another year of record growth and player satisfaction.
As Senior IT Technician, you will take ownership of both simple and complicated IT issues and requests from across the company. Your goal is not only to resolve these issues directly, but also to enable other IT Technicians to resolve similarly complicated issues and requests effectively; by driving the definition, improvement and adoption of all IT support and troubleshooting procedures.
You will drive employee efficiency by providing a first-class IT support service via phone, e-mail, chat, IM, remote control or in person, as well as by managing customers’ queries in an effective and professional manner.
You will have a good understanding of all the different services that IT offers and will use that understanding to make sure that complex issues or requests are escalated to the appropriate IT support team.
Tagged as: Jagex
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