IT End-User Support Analyst at Wildlife Studios

São Paulo, State of São Paulo, Brazil

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, TechnologyIndustries

Requirements

Availability to work in hybrid mode
On-Call availability for off-hours requests
Excellent verbal and oral communication skills
Extensive knowledge of Mac OS and Windows operating systems
Knowledge of Google Workspace applications (Docs, Sheets, Gmail, etc.) is essential
A completed degree or diploma in Network, Systems, or Computing
Previous experience providing tech support in a corporate environment
Experience in the Jira Service Management ticketing system
Experience with general IT systems administration
Experience with supporting cloud-based SaaS applications such as Google Workspace, Slack, Okta, Atlassian (Jira, JSM, Confluence)
Documentation skills

Responsibilities

Be responsible for all tickets assigned to you in our ticket management system and guarantee our SLA, customer satisfaction as well as definitive solutions for current problems
Be responsible for supporting the onboarding of new Wilders by guaranteeing that all newcomers will have all the accounts, permissions, instructions, and devices needed to perform their roles
Be responsible for end-user workstation and other IT devices provisioning and de-provisioning by following and improving our IT Asset Management process to guarantee accurate IT inventory control
Be responsible for license provisioning, installation, upgrade, and troubleshooting for a variety of software related to video and game production such as Adobe Creative Suite, Autodesk Suite, Unity, Cursor, Krea, and others
Be responsible for support and troubleshooting incidents related to MacOS and Windows workstation environments, and with mobile devices running iOS and Android as well
Creating excellent structured documentation of tasks and processes for use by both our internal team and our end-users, such as knowledge base articles, how-tos, and user guidelines
Not just solve service requests and incident tickets but also proactively identify opportunities to improve systems and procedures by creating efficiency, automation, and documentation to achieve best-in-class support services
Be responsible for office infrastructure support such as local servers, Cisco Wifi, Google Meet rooms, etc
Be responsible for managing Google Workspace requests and incidents in Google tools like Gmail, Calendar, and Drive
Be responsible for managing other systems such as Jira, Confluence, Unity, Microsoft Entra, and Okta access permission requests and troubleshooting
Configure and support remote connection applications for our Artist environments such as Parsec and AnyDesk
Support and troubleshoot Artist devices and peripherals such as specialized monitors and Wacom Cintiq drawing tablets
Liaise with all Corporate Technology squads by being the owner of each request and guaranteeing the right solution from beginning to end
Be part of a cross-functional team, directly contributing to Wilders tech support experiences

Skills

Key technologies and capabilities for this role

IT SupportTicket ManagementSLA ManagementOnboardingIT Asset ManagementMacOSWindowsiOSAndroidAdobe Creative SuiteAutodesk SuiteUnitySoftware TroubleshootingDocumentationKnowledge Base

Questions & Answers

Common questions about this position

What technical skills are required for the IT End-User Support Analyst role?

The role requires experience supporting MacOS and Windows workstations, mobile devices on iOS and Android, software like Adobe Creative Suite, Autodesk Suite, Unity, and tools such as Google Workspace, Jira, Confluence, Microsoft Entra, and Okta. Additional skills include IT asset management, license provisioning, office infrastructure support like Cisco Wifi and Google Meet rooms, and configuring remote tools like Parsec and AnyDesk.

What soft skills are important for this position?

Excellent communication and organizational skills are essential, along with being curious, proactive in a 'take the initiative' environment, loving problem-solving, and thriving in a fast-paced business.

Is this IT Support Analyst role remote or office-based?

This information is not specified in the job description.

What is the company culture like at Wildlife Studios?

The culture emphasizes high-impact work on company success, a fast-paced business environment that rewards initiative, constant improvement of procedures, and providing best-in-class support across global teams.

What makes a strong candidate for this IT End-User Support Analyst position?

A strong candidate combines a great technical background with excellent communication and organizational skills, shows curiosity and initiative, excels at problem-solving in a fast-paced setting, and proactively improves systems through efficiency, automation, and documentation.

Wildlife Studios

Mobile game development and publishing company

About Wildlife Studios

Wildlife Studios develops and publishes mobile games, achieving over 3.8 billion downloads worldwide. Their portfolio includes popular titles like Racing Penguin, Sniper 3D, and Zooba, all designed for smartphone platforms. The games operate on a free-to-play model, allowing users to download and play for free while generating revenue through in-game purchases and advertisements. Unlike many competitors, Wildlife Studios has a strong global presence with offices in multiple countries and a large team of over 500 employees. The company's goal is to create memorable gaming experiences for players around the world.

São Paulo, BrazilHeadquarters

2011Year Founded

$175.1MTotal Funding

SERIES_BCompany Stage

GamingIndustries

201-500Employees

Risks

Increased competition in the match-3 genre may impact Secret Puzzle Society's success.

Recent layoffs suggest potential financial instability or restructuring challenges.

Reliance on free-to-play models may face regulatory scrutiny over microtransactions.

Differentiation

Wildlife Studios excels in diverse game genres, from puzzle to sports and idle games.

The company has a strong global presence with offices in four major countries.

Wildlife Studios collaborates with major brands, enhancing in-game monetization and visibility.

Upsides

The rise of hyper-casual games offers expansion opportunities with low development costs.

Collaborations with brands like Gucci enhance monetization and brand visibility.

The growing trend of esports can increase player engagement and retention.

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