IT Support Engineer

**Company Summary**

Product Madness is a Global Powerhouse where the greatest mobile games and experiences are crafted by world-class talent. A top-grossing leader in free to play mobile games, we have more than 800 team members working across seven global talent hubs including London (headquarters), USA, Canada, Spain, Poland and Ukraine. With remarkable hit games including Heart of Vegas, Cashman Casino, Lighting Link and Big Fish Casino, we boast more than 50 million active users and 400 million downloads and counting.

We are Mad about games and the way they bring people together, and that passion and culture is what brings us together as a studio, connects us with our partners we collaborate with, and is what links us to our sister studios across the world.

Product Madness is an Aristocrat Technologies company within its digital game’s division of Pixel United.

**Job Posting Title**:
IT Support Engineer

**Summary**:
The IT Support Engineer is primarily responsible for acting as a go to point of contact for all IT related queries, service requests, and incidents. This will involve managing requests, helping users resolve day to day issues, onboarding new employees, supporting various IT projects and initiatives, and otherwise directly contributing to the success of the Global Service Desk team.

**What You'll Do**:

- Log, prioritize, and/or respond to requests for service and incidents of service disruption in accordance with agreed service levels (SLAs).
- Provide level 1/2nd line technical support in a friendly and empathetic manner, escalating to more senior colleagues and/or leads/managers when deemed appropriate.
- Follow globally defined policies, processes, and procedures.
- Routinely review knowledge base articles and identify gaps in documentation.
- Facilitate IT inductions for users joining the business to ensure that they can hit the ground running from an IT perspective and have the information they need to succeed and thrive.
- Identify reoccurring problems and present potential solutions.
- Be a trusted source for IT information and wayfinding.
- Ensure that information is accurate and up-to-date in systems of record.
- Build and maintain strong working relationships with other teams.
- Other duties assigned by management

**What We're Looking For**:

- Experience in a fast-paced service desk or technical support role.
- Experience providing remote technical support.
- Experience with video conferencing tools such as Zoom.
- Experience using ITSM, issue tracking, and/or asset management tools.
- Working knowledge of computing/networking terminology
- Experience supporting Google Workspace (G Suite).
- Experience supporting Mac/macOS.
- Experience supporting Office 365 and Windows.
- ACMT, ACiT, or ACSP certifications.
- Understanding of ITIL guiding principles and practices.

**Why **Product Madness**?**

Product Madness is so much more than just a Pool table and a foosball game.

We believe in an honest and transparent approach with our teammates. Company wide weekly Town Halls, All Hands and strategy meetings are just a few ways in which we encourage an open and honest path to achieving complete transparency.

Despite a pandemic, there isn’t a day where we don’t feel connected to one another.

With frequent events, workshops, giveaways, slack coffee and donut sessions we have definitely brought on our office culture to this new virtual world of zoom calls.

We also try to cater for all our staff’s needs - be that a freshly brewed cappuccino made by our professional barista in our free coffee shop or by providing a bountiful supply of tasty snacks to keep us refueled and buzzing.

We love to organise plenty of social get-togethers and action-packed activity days, be it slipping inside an inflatable bumper ball for a mad session of football zorbing or throwing caution to the wind and traversing giddy treetop rope courses at Go Ape. On top of these team-building activities, our lunch and learn workshops, not to mention the lavish Christmas and summer parties, foster that ‘work hard, play hard’ mantra. Our offices are based in the heart of the metropolises of London and Lviv, surrounded by an abundance of diversity and inspiration to keep those ideas flowing.

**Our Values**
- ** People First**

We have the deepest respect for our people and their well being. We know they are exceptionally talented and will always have a choice. We want them to re-choose us every day. We are committed to building a culture where each person's voice will always be heard and addressed.
- ** MAD for More**

Always improving, innovating and never settling for the existing. We push all boundaries with courage and ambition to become the world’s best games company.
- ** Champion Together**
We excel at what we do but yet remain humble and helpful to our teammates. We champion one another and hold each other to high standards without any egos.
- ** Globally Inclusive**

We are all Equal - regardle