IT Support Engineer (Contract)

About Twitch

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It’s where millions of people come together to chat, interact, and make their own entertainment. 

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter and discover projects we’re solving on our Blog.

About the Position 

We're looking for an enthusiastic IT Support Engineer to join our growing IT team in San Francisco, CA. If you're looking to join our team, then we'd love to hear from you! Twitch is the game-changing live streaming service for creators.

As an IT Support Engineer, you will provide hands-on support for client hardware and software on Windows and MacOS. We're looking for someone who is comfortable working as part of a distributed team and communicating with a variety of users. You will report to the ServiceDesk Manager.

You Will

• Provide personalized technical support to our global Twitch employees related to software, hardware, and collaboration platforms
• Resolve complex issues that may not be well documented, and apply your knowledge to provide timely resolutions
• Maintain our existing knowledge base and create new articles based on emerging workflows and systems
• Manage our IT ticket queue to ensure Service Level Agreements are met with excellent customer support etiquette
• Manage and troubleshoot Gaming PCs, desktops, and other IT related site equipment
• Manage our IT assets through the entire lifecycle: onboarding, repairs, and secure disposal.
• Image and deploy devices for employees, managing mobile assets via MDM
• Proactively analyze competing tasks, assess technical risk, and communicate impact to stakeholders

You Have:

• 4+ years experience working in an IT Desktop Support role
• Have broad knowledge of and the ability to perform advanced troubleshooting on macOS, Windows, and managing Mac and PC's in an enterprise environment. Perform advanced system administration activities and are a subject expert in at least one area of technology
• Have a understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Experience with ServiceNow IT ticketing 
• Some experience with Google Workspace Administration
• Experience with client management systems
• An understanding and awareness of Security standards
• Familiar with Google Meet, Chime.

Bonus Points

• Bachelor's degree in Computer Science or IT related field
• Comptia A+ Certification
• Advanced Windows, macOS or Linux systems administration skills/certification
• ITIL certification or courses
• Familiar with Twitch

Location(s): San Francisco, CA
Contract Length: Until December, 20th, 2024

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35/hour in our lowest geographic market up to $40/hour in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.