As our team and portfolio of titles continue to grow, we are on the search for a 2nd Line IT Support Engineer to offer direct technical support to the expanding infrastructure and increasing demands of our tech support team. The ideal candidate will be a self-motivated team player who’s not afraid to ‘muck in’, looking to thrive in a fast-growing creative industry. If this sounds like you, we want to hear from you!

Key Responsibilities:

• Address user tickets regarding hardware, software, and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel (e.g., IT Manager > Infrastructure Architect)
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Create technical documentation and manuals for clients and lower support tiers.
• Assist IT Manager with procurement
• Ensure the smooth running of the new starter process. Introduce improvements to the process.
• Basic server administration (e.g. Storage audits, Storage provisioning, server and security checks)

Requirements

Essential capabilities:

• Excellent written and communication skills.
• A motivated self-starter
• Prior 2nd line support experience
• Good knowledge of IT technologies and security
• Flexible with working hours
• Customer-focused for our growing internal user base
• Active Directory, Event Viewer, Client VPN setups, Office 365 Admin Centre
• Understanding of IPv4 and DHCP configuration, DNS and VPN

Qualifications:

• A+ Certified
• Network+ Certified
• Security+ Certified

Desired experience and Qualifications:

• Previous experience with working in a creative environment
• Previous experience with working in the game development industry
• Microsoft 365 Certified
• MCSA: Windows Server 2012 / 2016 or later
• Windows Server Hyper-V and Virtualization

Benefits

Why nDreams?

We are nDreams, one of the world’s leading developers and publishers focused on VR games and the team behind Ghostbusters: Rise of the Ghost Lord, Synapse, Phantom: Covert Ops and Fracked.

Our expanding company shares a passion for innovation, collaboration and leading the future of VR.  We encourage an open and diverse culture and empower people to explore ideas and put their own stamp on their work. With humble beginnings as an independent studio, we combine amazing projects and considerable scale with a personal, caring touch. 

We offer great perks, including flexible hours, duvets days, your birthday off, dedicated personal development time and support, as well as regular socials and parties. Beyond this, there’s an excellent holiday offering, pension scheme, health insurance, life cover and much more. Our newly refurbished nDreams studio space has some fantastic facilities and is built around collaborative work (and play!).