IT Support Specialist II at Blizzard Entertainment in Irvine, California

Job Description:

Team Name:
IT - Blizzard Internal Information Systems

Job Title: IT Support Specialist II

Requisition ID: R006332

Job Description:
Blizzard Entertainment is seeking for an awesome ServiceDesk Technician to join our team in Irvine, CA. The IT ServiceDesk Technician is expected to have High Volume and High Turn Around for ticket resolution, escalation, and communication.

• Resolution/processing of incident and request tickets
  
  


• Escalating/routing issues to appropriate service teams
  
  


• Customer Service focused
  
  


• Responding to phone calls to the Critical IT Hotline
  
  


• Responding to Slack contacts for support
  
  


• Creating/Updating Knowledge articles
  
  


• Providing transparency, accountability, and embracing collaboration across IT Teams and partners
  
  


• User education and support of IT related software, account, and access services as well as company processes and policies
  
  

Primary responsibilities:

• Remotely Triage, resolve, or escalate Incidents/Critical Incidents in a timely manner to minimize SLA breaches
  
  


• Evaluate Time Sensitive requests and escalate as needed
  
  


• Software installs by remote desktop, SCCM, or MDT.
  
  


• Account life cycle management from New hires to account deactivations through scripts, Active Directory, Exchange Management Console, or Office 365 Admin Portal.
  
  


• Highly experienced in using Exchange Management Console and/or Office 365 Exchange Portal
  
  


• Basic working knowledge in using Google Workspace Services and Admin Console
  
  


• Highly experienced with Network configurations (Switch Ports, HDCP Management, VLAN management)
  
  


• Highly experienced in Telecommunication and productivity tools (Cisco Unified Communications, Zoom, Cisco Jabber, Slack)
  
  


• Highly experienced on best practices for Windows System support on account, email, and windows group management
  
  


• Highly experienced in desktop/laptop hardware troubleshooting
  
  


• Highly experienced in building, imaging, and deploying desktops
  
  


• Assisting the Desktop team in office building moves
  
  


• Setup, teardown, and supporting company events
  
  

Experience Required:

Bachelors Degree or 5+ years of professional experience

• Active Directory
  
  


• Exchange Management
  
  


• Google Admin Management
  
  


• PC hardware components
  
  


• System Center Configuration Manager
  
  

Pluses:

• Cisco Telepresence installation and configuration
  
  


• Certified Technology Specialist Certification
  
  


• Crestron Silver Certification Level
  
  


• ITIL Certification
  
  


• ServiceNow Ticketing System working experience
  
  


• Sailpoint Knowledge
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminateon the basis ofrace, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

COVID-19 Hiring Update: We've transitioned to a work-from-home model and we're continuing to interview and hire during this time. This role is expected to begin as a remote position. We understand each person's circumstances may be unique and will work with you to explore possible interim options.

Blizzard Entertainment is a global company committed to growing our employees along with the business. We offer generous benefits and perks with an eye on providing true work / life balance. We've worked hard to foster an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed. We are dedicated to creating the most epic entertainment experiencesever. Join us!

Apply Now