IT Support Specialist, APAC (Contract)

Riot Games was founded in 2006 by Brandon Beck and Marc Merrill with the intent to change the way video games are made and supported for players. In 2009, Riot released its debut title League of Legends to worldwide acclaim. The game has since gone on to become the most played PC game in the world and a key driver of the explosive growth of esports. Players are the foundation of our community and it’s for them we continue to evolve and improve the League of Legends experience. Riot Games is headquartered in Los Angeles, CA and has 23 offices worldwide. Delivering content to a global audience of millions of players whilst also building new games affords Riot's Engineering discipline with a mountain of exciting and technically complex challenges. That's where you come in.

As Riot continues to deliver and scale content to a global audience of passionate gamers, Riot’s IT Discipline is packed with challenges and opportunities centered on designing, building, and maintaining global infrastructure that supports the organization’s growth. Delivering a stable and adaptable foundation is difficult as it can change as quickly as the Meta. However, this isn’t your traditional corporate IT job where you are siloed into a single specialty and expected to churn out the same product in repetition. We are the backbone of delivering towards our consistent dream of being “Player Experience First.” Our Engineers are flexible, adaptable, and voracious in their pursuit of developing new techniques that give us the ability to automate and scale, while growing in their particular area of expertise. They are mentors, innovators, and only satisfied when they are delivering value above expectations.

As IT Operations Specialist in the IT Discipline, we provide extraordinary standards of service for Riot’s operations. You will conduct inventory, carry out maintenance, implement troubleshooting, and repair all critical hardware. You will be the frontline for communicating with all Rioters, including leadership, to provide key updates and ensure compliance with Riot Games’ standards and security policies. Additionally, you will give roving support and training throughout Riot Games. You will collaborate with Riot technology teams to identify gaps in our hardware and service levels. Finally, you will passionately seek opportunities to eliminate inefficiencies and non-value added tasks.

Role Responsibilities:

• Monitor the support channels to ensure requests from Rioters are dealt with promptly by the IT Support team
• Pickup and action tickets in ServiceNow and ensure tickets do not get stuck in the queue for extended periods of time and that expected service levels are being maintained
• Direct complex issues to the appropriate next level of support and maintain ownership to ensure they do not stagnate or take too long to resolve
• Act as a backup for the other IT Support when they are out of office and coverage is needed for their responsibilities
• Maintain and ensure that the technical documentation and service catalog on installation of software, configuration of hardware, and troubleshooting procedures are up to date
• Responsible for ensuring that inventory of PC, laptops, printers, and related equipment such as monitors, keyboards, mouse, etc are up to date and manage the upgrades of equipment and software as needed
• Ensure that the IT Support processes are being followed correctly and expected service levels are being met
• Run reports to analyze and identify common problems and follow up with Rioters for feedback to improve IT Support satisfaction
• Keep all IT documentation current and identify areas that are not currently documented
• Train all new Rioters on the basic use of Riot systems and applications
• Assist with getting all access required for the new Rioter
• Ensure service of Conference Room Technologies are operating
• Conduct asset inventory to ensure you have adequate stock

Role Requirements & Applicable Technologies:

• 3-4 years of work experience
• Ability to work autonomously, prioritize, and self-manage time
• Excellent proficiency in written and verbal communication
• Resiliency / Flexibility
• Familiarity with servicing a broad spectrum of development collaboration tools, including Perforce, GitHub, JIRA, Duo, Confluence and Google Apps/Suite, and SSO
• Proficiency in OSX
• Knowledge and prior use of Ticket-tracking software
• BONUS Certifications A+/ MCSE/ CCNA/ ITIL / CCT
• Windows domain management, including user access provisioning, and managing of active directory
• Foundational understanding of authentication protocols such as LDAP
• Networking principles and applications / technologies (e.g., TCP / UDP protocols, DNS, DHCP, GPO services)
• Scripting languages such as Python and PowerShell to help automate administrative tasks to improve overall team efficiency

It’s our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history (LAMC 189.00).