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.