Technical Support Specialist

at  Xsolla

ABOUT US

At Xsolla, we believe that great games begin as ideas, driven by the curiosity, dedication, and grit of creators around the world. Our mission is to empower these visionaries by providing the support and resources they need to bring their games to life. We are committed to leveling the playing field, ensuring that every creator has the opportunity to share their passion with the world.
Headquartered in Los Angeles, with offices in Berlin, Seoul, and beyond, we partner with industry leaders like Valve, Twitch, and Ubisoft to clear the paths for innovation in gaming. Our global reach spans over 200 geographies, offering more than 700 payment methods in 130+ currencies.
Longevity Opportunity Vision Enjoy the game!

REQUIREMENTS

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field
• 3-5+ years’ experience in IT support, with expertise in hardware and software troubleshooting, installation, and maintenance
• Experience setting up for meetings and troubleshooting AV/Conference room issues as well as office network-related issues
• Proficient in Atlassian, Google Workspace and Apple products as well as other common software applications
• Experience with network administration, CCTV, security systems, and backup and recovery methods
• Excellent interpersonal skills with a customer service mindset
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
• Eager to learn new skills and research ways to work efficiently
• Practical problem-solving and organizational skills in a fast-paced environment

CORE SKILLS

• Operating Systems:
• Proficiency in Windows and macOS environments.
• Familiarity with Linux and mobile OS platforms (iOS, Android).

-

Hardware Knowledge:

• Expertise in diagnosing, repairing, and maintaining desktops, laptops, printers, and scanners.

• Experience in setting up and configuring AV and conference room equipment.

-

Software Tools and Platforms:

• Administration and troubleshooting of Google Workspace (e.g., Gmail, Drive, Meet).
• Proficiency with Atlassian Suite (e.g., Jira, Confluence, Bitbucket).
• Familiarity with Okta and identity management systems.

• Knowledge of LDAP, VPN, and SIP configuration and maintenance.

-

Networking:

• Understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP).
• Experience in configuring office network equipment (e.g., routers, switches, access points).

• Ability to troubleshoot network issues, including Wi-Fi and office LAN/WAN.

-

Security and Compliance:

• Basic knowledge of endpoint security practices.
• Experience managing access and permissions in compliance with security policies.

• Familiarity with CCTV and office security systems.

-

IT Asset Management:

• Proficiency in maintaining inventory systems for hardware/software tracking.

• Knowledge of procurement processes and vendor management.

-

Backup and Recovery:

• Experience with data backup and recovery tools.

• Ability to configure and monitor backup systems.

-

AV Systems:

• Hands-on experience setting up and troubleshooting AV equipment for events.

• Familiarity with tools like Google Meet, Zoom, Microsoft Teams, and other conferencing solutions.

-

Onboarding Processes:

• Expertise in user onboarding workflows, including account setup and initial training.

• Knowledge of password distribution and secure credential-sharing methods.

-

Documentation Tools:

• Proficiency in documenting processes and changes using tools like Confluence.

-

Communication:

• Strong interpersonal and written communication skills for technical support and documentation.

OPTIONAL SKILLS

• Programming/Scripting:
• Basic knowledge of scripting languages like Python, Bash, or PowerShell for automation.

-

Advanced Networking:

• Familiarity with advanced concepts such as VLANs, QoS, and VPN tunnels.

-

ITIL Framework:

• Understanding ITIL principles for IT service management.

PHYSICAL DEMANDS

The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.
The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Xsolla KL Sdn Bhd takes your privacy very seriously, and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 (“PDPA”), Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to careers@xsolla.com.
For more vacancies: https://xsolla.com/careers/vacancie

ABOUT THE ROLE

We’re looking for a dedicated and proactive Technical Support Specialist to be the go-to expert for all things IT in our organization. In this dynamic position, you will own the onboarding experience for new hires, ensure the smooth operation of all office equipment, and serve as the first line of support for troubleshooting requests. If you have a passion for delivering top-notch customer service, enjoy managing hardware/software assets, and want to work with the latest tools in a fast-paced environment, we want you on our team!

RESPONSIBILITIES

• Cover all new-hire IT onboarding including but not limited to initial learning and set-up, password distribution, etc.
• Responsible for setup and overseeing maintenance of all printer/scanner machines and other office equipment
• Administration of internal and external company services (Google ecosystem, Atlassian ecosystem, Okta, LDAP, VPN, SIP)
• Technical support of internal events (Meetings, conferences)
• Assist with employee desk moves, re-deploying existing equipment in new locations
• Point of contact for vendor management (ex. Apple, Dell, Asus, Logitech)
• Provide the very best customer service experience for all employees when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
• Provide a mix of on-site and remote support, including after-hours support
• Handle procurement of hardware, software, cords, plugs, chargers, etc. and maintain asset inventory system, ensuring all hardware/software allocations are logged
• Ensure that all equipment is up to date and in good working order
• Create and update IT documentation to reflect changes you have made
• Keep IT inventory storage area clean, organized, and well-stocked