It Support Lead (Yogyakarta)

At AccelByte, our mission is to empower game creators by providing them with the backend platform and tools required to make scalable, reliable AAA-quality games. The company was founded in 2016 by industry veterans who have engineered online systems for some of the largest game and distribution platforms in the world including Fortnite, Epic Store, Xbox Live, PlayStation Network, and EA Origin. We are backed by top investors including Softbank, Sony Interactive Entertainment, Galaxy Interactive, NetEase, and Krafton. Our latest Series B funding has firmly solidified our place as a top player in the gaming industry. AccelByte’s talent has decades of experience building and shipping some of the largest game and distribution platforms in the world.

We believe that the best companies empower employees to make decisions, obsess about the best user experience, and are not afraid to make and learn from their mistakes. Our culture is based on humility, openness to feedback, drive, and collaboration, which we feel results in the best performing teams. As a company that values diversity, inclusion, and employee growth, our employees have opportunities to work with and learn from teams all over the world. We offer competitive salaries, a full range of health benefits, social activities, career growth opportunities, and an amazing team. Come join us!

Position Summary

The IT Support Lead will be responsible for providing a wide range of end-user day-to-day remote support, troubleshooting and desktop services to users across multiple locations. This includes installing, diagnosing, repairing, maintaining, and upgrading client PC hardware, software, and equipment to support business operations. This position will also troubleshoot problem areas remotely in a timely manner, and provide end-user assistance where required. The IT Support Lead will also act as the primary resource supporting critical production systems

Essential Functions/Responsibilities:

The IT Support Lead is accountable for the following functions and responsibilities:

• Develop, determine and enforce security and device policies, as well as compliance for AccelByte employees.
• Support end-users in their use of applications such as GoogleSuite, Microsoft Office, virtual desktops, VPN, and more
• Perform account management and maintenance for various applications and systems
• Develop and maintain positive working relationships with external vendors and service providers.
• Apply diagnostic utilities to aid in troubleshooting; respond promptly to security or usability concerns.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Manage and execute software deployments to desktops and laptops
• Maintain computer systems to include: checking for antivirus, risky logins, and machines’ compliance status to resolve all related issues.
• Aid in the identification of problems, and patterns, and escalate when required
• Anticipate potential system disruptions and/or issues and take action to avoid any issues
• Monitor project progress and make necessary adjustments to ensure project goals are met.
• Setup process to ensure employee onboarding is smooth (including the creation of Google Account, Slack, VPN, etc)
• Provide desktop and operating system application support to users on a daily basis.
• Provide excellent customer service to internal stakeholders and external customers, ensuring their needs are met in a timely and effective manner.
• Set up and disable user accounts and retrieve assets when required.
• Manage and execute software licenses
• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and assessing their performance
• Perform any other duties as required.
• Perform research for the purpose of evaluating and maintaining a current working knowledge of new and emerging technologies.
• Install, deploy, and coordinate the shipment of equipment while updating the hardware inventory list and processing orders for equipment and licenses.
• Maintain project documentation (ticketing system, SoW, project charter & other document/stuff related ) and ensure project teams are informed of any changes or updates.

Qualifications/Experience Required:

• Willing to relocate to AccelByte Yogyakarta Office
• 5-7 years of experience in Desktop Support/IT
• Strong verbal and written communication skills, allowing for open, honest, and consistent communication.
• Ability to work independently as well as part of a group, fostering a culture of teamwork and promoting a positive working environment.
• Ability to deal with difficult/problem situations and maintain a professional demeanor, at all times.
• Intermediate-to-advanced level of understanding of Excel and G-Suite
• Bachelor’s degree in Computer Science, or related field of study.
• Have a strong understanding of customer support, operations, processes, and ticketing
• Intermediate-to-advanced level of ticketing system (JIRA or other equivalent system)
• Cognitive skills include the ability to learn, process thoughts and apply knowledge, analyze and reason, and evaluate and make appropriate decisions to achieve business goals and solve problems
• Ability to successfully manage multiple tasks and timelines in a fast-paced environment, bearing high levels of responsibility and accountability while keeping the best interests of the business insight.
• Ability to read, write, and speak the English language fluently.
• Flexibility to adjust to working routines/schedules, as required, to meet the needs of the company and the expectations of customers.
• Ability to build a working relationship with employees, managers, and the leadership team based on respect and good rapport.
• Ability to evaluate information quickly, identify key issues, and formulate conclusions based on sound, practical judgment, experience, and common sense.
• Ability to handle confidential information in a discreet and professional manner, protecting the organization’s value.

AccelByte Inc is an Equal Employment Opportunity Employer, all qualified candidates and applicants will receive consideration for employment without regard to race, religion, gender, national origin, sexual orientation, marital status, age, or disability. Our culture is innovative and inclusive, and we value our people the highest.

Please visit our career page for a complete listing of our open positions https://accelbyte.io/careers