The opportunity
Overview:

We're looking for a talented IT Support Specialist to join our helpdesk team and provide technical assistance to all Unity employees. As the initial point of contact, you'll be crucial in maintaining the effective functioning of Unity's technology systems. This role focuses on providing outstanding customer service efficiently.

In this fast-paced, always-on environment, you'll troubleshoot software and application issues, offer technical support, collaborate with the IT team on innovative technology solutions, and identify areas for improvement. You'll also be instrumental in the migration of Applications teams to FreshServices, ensuring a smooth transition and enhanced support processes.

What you'll be doing

• Key Responsibilities:
• Manage the day-to-day operations of our ticketing system, ensuring timely resolution of support requests. Provide technical assistance to users by researching and resolving their inquiries.
• Lead the migration of Applications teams to the FreshServices platform, developing and executing migration plans.
• Coordinate with various stakeholders to ensure a seamless transition
• Continuously evaluate and optimize support processes to enhance efficiency and customer satisfaction.
• Identify opportunities for automation and implement solutions to streamline workflows.
• Expand and maintain the IT Knowledge Base through documentation.

What we're looking for

• Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience as an IT Support Specialist or similar role. Strong understanding of IT-Support best practices and methodologies.
• Strong understanding of IT infrastructure and applications.
• Experience with FreshService or similar ticketing systems.
• Strong communication and interpersonal skills. Ability to work independently and as part of a team

You might also have

• Additional Skills (Preferred):
• Experience in service desk platform migration projects involving FreshService
• SaaS administration experience
• Experience with scripting languages (e.g., Python, PowerShell)
• Knowledge of ITIL best practices and Certification in IT service management (e.g., ITIL)

Additional information

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

Life at Unity
Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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