Lead Desktop Support Engineer

Job Description

TT Games was acquired by Warner Bros. in 2007 and went on to develop the hit LEGO games franchise. The company is proud to continue its mission to be the leading publisher of interactive entertainment for young gamers and their families.

The Role

TT Games Studios Limited are looking for a Lead Desktop Support Engineer who will be an integral member of the TT IT team and the WBIE global IT team. This role will lead the IT Desktop Support function and closely collaborate with business process owners to identify, recommend, implement and support technology solutions.

An ideal candidate will be highly technical, able to take on subject matter expertise in some of our systems and applications and be able to lead a team of Desktop Support engineers providing daily support to a busy game development studio.

This role will be a key player in our IT leadership for TT Games, the studio will rely on this candidate to help the success of our game development, and the IT colleagues within the IT team will look to this role for escalation and support daily.

An ideal candidate will be an experienced IT engineer who has worked in a fast-moving business, with several years of customer facing team leadership experience.

We are looking for self-motivated candidates, comfortable with taking ownership and providing leadership in a collaborative manner.

Job Responsibilities:

Management/Leadership:
• Manage the IT Desktop Support team (4-5 people), including recruitment, day to day supervision, development and performance management.
• Supervise and mentor team, conducting annual reviews and regular 1:1s and other activities designed to ensure a smooth workflow and effective communication.
• Establish and maintain regular written and in-person communications with the organisation's executives, department heads, and end users regarding pertinent IT activities.
• Work closely with the WBIE Global IT team on projects and strategic initiatives
• Ensure appropriate systems are in place to maintain a reliable and productive work environment for studio personnel.
• Work with IT leadership and the studio management team to formulate and deploy long-term strategic plans for enabling efficient technologies and provide the tools needed to support development.

Technical/Engineering:
• Providing desktop IT support to studio staff throughout the business (troubleshooting / diagnosis, and resolution or escalation).
• Recording details of support requests and ensuring that procedures and other documentation are accurate and updated to reflect changes.
• Operating System image creation, maintenance, and deployment.
• Workstation and server maintenance (deployment of applications, correcting faults, updating drivers/firmware, etc).
• Setup, update, and fault diagnosis of console platforms (e.g. Xbox One, PS4, Nintendo Switch) and mobile devices (Android and iOS).
• Transferring licenses between machines as projects change and people move between tasks, ensuring that license documents are kept up to date.
• Installation, maintenance, and troubleshooting of network equipment (e.g. patching, configuring/installing switches, etc).
• High level configuration of storage systems (eg: creation of SMB shares, DFS hierarchy, SVN repositories, etc).
• Adding/maintaining network service-related data (eg: DHCP reservations / scopes / etc; DNS records).
• Setup and maintenance of TeamCity agents.
• Monitoring of network, applications, and services using HPE Intelligent Management Console.
• Creation and maintenance of Active Directory objects (eg: user and service accounts; mailing lists; security groups; etc) via graphical tools, command line tools, and scripting.
• Creating and maintaining documentation for departmental use and for consumers of IT support services, for example, to include but not limited to IP address register, equipment register, setup / standards docs, FAQ's, how-to's.
• Auditing of systems for suitability for task, license compliance, etc.
• Liaising with other team members to ensure that potential issues are raised and dealt with in a timely manner.
• Maintain a good working knowledge of current infrastructure and future trends.
• Any other ad-hoc IT duties that may be required to provide an effective and efficient service.

Skill Requirements

Management/Leadership:
• Demonstrate relevant IT experience, including time served in a lead or supervisory position.
• Management and leadership experience.
• Excellent written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated, self-directed, and attentive to detail.
• Able to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, sometimes geographically disparate collaborative environment.
• Proven experience in IT infrastructure strategic planning
• Ability to work in a challenging environment, where multiple demands on your time may arrive simultaneously.
• Ability to assess issues through discussion and appropriately prioritise tasks.
• Ability to work well in a team environment on both shared and solo assignments.
• Ability to appropriately assess a situation and identify when to escalate a problem.
• Understanding of the game industry technology processes not essential but a plus.

Technical/Engineering:
• Working knowledge of Windows (both using and troubleshooting).
• Installation and configuration of Windows server.
• Highly self-motivated, self-directed, and attentive to detail.
• Understanding of basic LAN/WAN technologies (e.g. Ethernet, IP, ISO 7 layer model, etc).
• Good analytical, problem solving, documentation, and decision making skills.
• Remote administration tools for Windows and Active Directory.
• Good knowledge and experience with PowerShell.
• Experience in Microsoft System Center Suite desirable.
• Remote administration tools for Linux / VMware / Hyper-V.
• Subversion server and clients (command line and Tortoise).
• Direct Attached Storage, Network Attached Storage, and Storage Area Networks.
• Familiarity with network security protocols eg: LDAP / RADIUS / 802.1x.
• Server technologies: Server virtualisation / WDS / SUS / LDAP.
• Network monitoring protocol experience (eg: Syslog / SNMP / Snare).
• Telephone Comms: ISDN / VOIP / Avaya IP Office / Skype for Business.
• Microsoft System Center Suite, including Operations Manager and Configuration Manager.
• ITIL.
• Linux administration.

Jobcode: Reference SBJ-rbpkze-3-128-30-77-42 in your application.