Technical Support (Online Gaming)

Duties and Responsibilities

• Respond to and resolve incoming support tickets, calls, and chat requests within defined SLAs.
• Troubleshoot hardware, software, network connectivity, and application issues for end users.
• Provision and configure workstations, peripherals, and mobile devices per company standards.
• Escalate complex issues to appropriate second- or third-line teams (network, server, security) with clear documentation.
• Maintain accurate records of incidents, requests, and resolutions in the ticketing system.
• Support onboarding and offboarding of employees, including account setup, equipment issuance, and access provisioning coordination.
• Maintain and update the IT knowledge base with troubleshooting guides and FAQs.
• Monitor recurring issues and report trends to identify opportunities for permanent fixes.
• Assist with patch deployment, endpoint compliance checks, and antivirus/EDR agent management on end-user devices.
• Provide support coverage during extended hours or on-call rotations as required by the business.

Key Performance Indicators/Key Success Factors

• Average ticket resolution time against SLA targets.
• First-contact resolution rate.
• Customer/employee satisfaction score (CSAT) for support interactions.
• Ticket backlog and aging trend.
• SLA compliance rate across priority tiers.

Qualifications and Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience: 2+ years in a technical or help desk support role, preferably within a fast-paced or 24/7
• operational environment such as online gaming.
• Skills & Knowledge: Strong troubleshooting skills across Windows/macOS, Microsoft 365, basic
• networking and ticketing systems; excellent customer service and communication skills; ability to work
• rotating shifts.
• Certifications (good to have): CompTIA A+ or ITIL Foundation preferred.