WHAT YOU'LL DO

• Research, design, implement and maintain game content and systems through visual scripting tools.
• Quickly iterate in-engine to support rapid prototyping.
• Document workflows and create tools for designers to utilize.
• Share and provide feedback on designs and documentation for your systems.
• Analyze, test and deconstruct your own and others' work to provide support in creating a quality game.
• Understand requirements from stakeholders and pitch ideas for solutions.
• Provide estimates and risk assessments to the team for upcoming work.
• Work collaboratively with the development team, and liaise with multiple departments and partnered studios.
• Support members of the design team with your technical perspective.

What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

(INSERT SME TEAM - IE UX, Performance - SPECIFICS HERE)

The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level customer focus, technical flexibility and agility. The role also requires flexibility around operational hours as well as supporting multiple locations in Southeast Asia and ANZ.

1. Provide 1st & 2nd line desk side support services to NBCUniversal International on all supported technologies including Windows & Mac hardware and various mobile technologies.
2. Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies.
3. Good understanding of mobile technologies such as iPhone/iPad, Blackberry, Android & Windows Mobile running various OS levels.
4. Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
5. Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
6. Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate.
7. Assist with product evaluation and the introduction of new technologies into operational support.

KEY RESPONSIBILITIES

Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service.  Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.

Main Areas of Activity

• Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer always updated on progress and within SLAs guidelines.
• Follow request management process and governance.
• Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained.
• Ensure all relevant security & management tools are operational and exceptions are managed.
• Meet all IT Asset Management process requirements in accordance with NBCU policy.
• General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required.
• Collaborate with International, US and local IT teams and Core NBCU business units as required.

Other Responsibilities

• Ensure all relevant IT equipment is encrypted in alignment with NBCU Policy.
• Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy.
• Ensure seamless data transferred between devices.
• Ensuring that any operational risks are reported and remediated in line with the agreed action plans.
• Manage IT Consumables in accordance with the corporate guidelines.
• Regular site visits to satellite offices to provide proactive IT support.

What you get to do in this role:

• Logging calls and incidents on the IT Service Desk and maintaining details of software / hardware problems detected.
  
• Providing initial triage technical support; answering support queries via phone or e-mail in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training.
• You will perform initial triage of customer cases with documented solutions and/or workarounds.