IT Support

As an IT Support Specialist at Moonbug Entertainment, your responsibilities will include providing technical support for hardware, software, and network issues, assisting with device deployment, and offering assistance with Google Meet and other collaboration tools. You'll also manage support tickets through Jira, collaborate with the IT team to improve processes, and contribute to IT projects, all while maintaining effective communication with users to ensure their technical issues are resolved promptly.

To be considered for the IT Support role at Moonbug Entertainment, candidates should have at least 2 years of relevant experience or equivalent technical education. A strong understanding of IT concepts, excellent troubleshooting skills, and effective communication abilities are essential. Preferred qualifications include experience with Google Workspace, Office 365, familiarity with device management tools, and a basic knowledge of IP networking concepts.

Moonbug Entertainment provides a comprehensive benefits package for its IT Support team, which includes a health care plan (medical, dental, and vision), a retirement plan (401k, IRA), life insurance options, paid time off, and family leave. Additionally, team members can enjoy wellness resources, training and development opportunities, and even free food and snacks to keep the workplace energized!

The IT Support position at Moonbug Entertainment requires in-office attendance five days a week from 8:00 AM to 5:00 PM. This schedule allows you to work closely with your colleagues and be part of a collaborative environment while providing essential support.

The IT Support team at Moonbug Entertainment plays a vital role in ensuring the smooth operation of IT systems, which is essential for delivering high-quality content to children worldwide. By resolving technical issues and supporting various IT initiatives, the team helps maintain the infrastructure necessary for creating entertaining and enriching experiences, truly contributing to the company’s mission.

When answering this question, it's important to detail a systematic approach. Start by identifying the problem through effective questioning and observation. Then, isolate variables by testing different components related to the issue. Document each step and implement solutions based on your findings, ensuring to communicate with the user throughout the process. This illustrates both your technical and interpersonal skills.

An effective answer would illustrate your understanding of SLAs and urgency. Discuss how you evaluate tickets based on impact and urgency, balancing short-term fixes with long-term solutions. Mention using the Jira system for tracking and ensuring that you consistently update users on the status of their requests, providing transparency during high-demand periods.

In your response, highlight any direct experience with Google Workspace and Office 365 applications like Gmail, Docs, Sheets, and Teams. Discuss how you've used these tools for collaboration and project management, as well as any troubleshooting experience you have in resolving user issues related to them.

When answering this question, share a specific example using the STAR method (Situation, Task, Action, Result). Be detailed about the challenge, how you communicated with the user to understand their needs, the steps you took to resolve the issue, and the positive outcome. This demonstrates your problem-solving skill and your capacity to handle challenging situations gracefully.

You should mention tools such as JumpCloud for device management and Jira for ticketing. Elaborate on how you’ve used these tools effectively to streamline workflows, track requests, and manage inventory, showcasing your experience with them.

Here, you can discuss your comfort level using and troubleshooting both operating systems. Provide examples of specific issues you've resolved in both environments, indicating your familiarity with different software setups and hardware configurations.

A good approach is to discuss keeping abreast of tech trends through online courses, certifications, webinars, and participation in forums. Mention any specific areas of interest you focus on, such as cybersecurity or cloud computing, and how they can apply to your role at Moonbug.

In answering this question, illustrate your multitasking abilities by discussing how you assess the severity and impact of each issue. Share your approach to effective prioritization and explain how good communication with users helps manage their expectations while keeping you focused.

An effective response could emphasize the importance of communication skills and empathy when engaging with users. Explain that technical skills are vital, but an IT Support Specialist must also be patient and able to convey technical information in a user-friendly way.

You should point out the importance of documentation in IT. Describe how you record steps taken, solutions implemented, and user feedback in a knowledge-base format or ticketing system, ensuring you contribute to ongoing improvements in the support process.