IT Operations Technician - Contractor

Cary, North Carolina, United States


For many, the word “Epic” is synonymous with grand, glorious, heroic, regal, magnificent or monumental. At Epic Games, we think of “Epic” as the collective effort of smart, talented, passionate people choosing to build the highest quality experiences possible for those who play our games and use our technology. The words “good enough” are not spoken here. That dedication has allowed us to remain an industry leader, take risks, be creative, and carve our own path forward.

Epic is seeking an organized, customer-focused  IT Operations Technician for a 6 to 12 month contract to deliver on-site and remote support in accordance with IT service level agreements. By partnering with end-users and technology groups, the technician ensures all incidents are handled, resolved, and reported back within the promised time frames. This role handles Tier 1/2/3 support tasks and is also expected to be involved and contribute to solution development efforts and projects.

The person in this role will be responsible for the following:

  • Customer and Operations Support - Service Desk Tier 1/2/3

  • Participate in proactive monitoring of, and support troubleshooting and handle software, desktop hardware, server and networking issues

  • Desktop imaging deployments

  • Responsible for hardware inventory and asset management

  • Patch management for desktops, servers, mobile and network devices

  • Responsible for network and telecommunication closets maintenance

  • Cisco networking switches/access point basic management

  • Develop service strategy to mitigate software, hardware, and networking issues

  • Report on health of the help desk and support using uptime and ticket-related performance metrics

  • Develop business support standards, processes and procedures, and guidelines for incident management

  • Be available for work hours Monday through Friday, hours ranging from 7:00AM to 8:00 PM

The ideal candidate will have a mix of the qualifications below:

  • Experience with incident troubleshooting and escalation procedures

  • Experience with change management process and procedures

  • Backup/disaster recovery experience

  • Active Directory (DNS, DHCP, GPOs)

  • Strong TCP/IP / networking skills

  • Windows 7, 8, 10, Server 2008/2012 and VMware

  • Experience supporting/deploying Linux distributions (Redhat, Ubuntu, CentOS)

  • Imaging solution management

  • Experience with software deployment and security

  • Support experience in video conferencing technologies like Polycom, Crestron and Google Chromebox

  • Experience using Remote support technologies

  • Experience supporting Google Apps (Gmail, Calendar, Hangouts, Google Docs)

  • Experience being part of a on-call rotation

  • Familiarity with ITIL related service delivery frameworks

If you're passionate about providing technical support and live for problem solving, we’d love to hear from you.  Please submit your resume and we’ll be in touch soon.

This is going to be Epic!