Skip navigation
#195583

IT Support Lead

Redmond, Washington
Date:

Overview

Placement Type:

Temporary

Salary (USD):

$40-45/hr + benefits

Start Date:

06.01.2024

Aquent Studios is hiring a IT Support Lead to join our team with the Microsoft Gaming Studio!

Work Location: MUST BE AVAILABLE TO WORK ONSITE IN REDMOND, WASHINGTON – Local candiates only.

 

Job Responsibilities:

Incident Management: Triaging, working and resolving incidents
• Problem Management: Identifying when incidents are recurring/occurring at scale and finding root cause solutions and/OR notifying appropriate team via escalation.
• Knowledge Management: Maintain and update an internal and external database of documented solutions
• User Support: In person and remote user assistance w/hardware & software
• Monitoring server and device health for hardware on prem (RTC-4/RTC-5) and hosted in MLS labs
o Hardware to include servers, devkits and pc’s 

Datacenter support:
o Responding to datacenter or on prem locations to upgrade or replace hardware o Provide onsite and MLS lab support for patching, reboots, warranty service and incident response
o Ability to provide basic troubleshooting and hardware support for servers, devkits or remote user pc’s in shared facilities
o MLS/XGS liaison: Collaborating with MLS & XGS in the performance of the above duties in their shared spaces
• Reporting: Provide reporting on support incidents and adherence to SLA’s
• Tech Support Lead Specific:
• Manage/Monitor change management and perform change reviews
• Maintain and monitor dashboards tracking performance related to SLA’s and the above services
• Manage and maintain asset management database
• Manage and maintain our IT Service Portal
• Track IT projects via date and completion percentage as designated by operations manager.

Technical Support Lead:
• Act as a primary technical contact and point of escalation for the IT Operations Team.

 

Client Description