Senior Support Engineer

Job Description

Remedy Entertainment, the creator of Control®, Max Payne®, Alan Wake®, and one of the leading independent game studios in the world, is looking for a Senior Support Engineer to support us in creating high-quality gaming experiences for the next generation of games.

We are looking for a Senior Support Engineer to strengthen Remedy’s IT team. Our team is responsible for providing exceptional IT support to our end users on-site and around the world. The team is managing our fleet of workstations, software licenses, meeting room AV and console development kits. Plus some special circumstances in dark places (flashlight provided).

Our team culture is highly collaborative, leveraging others’ strengths and skills to tackle a wide variety of issues we are being presented every day. We are looking to expand our team with someone who has good interpersonal skills, is service-oriented, and has strong analytical thinking & problem-solving skills. We hope to find someone open to solving both simple requests and complex problems that require additional investigation.

We enthusiastically welcome diverse viewpoints and backgrounds. At Remedy, we value and are committed to ensuring an inclusive and safe work environment for all our team members.

WHAT YOU GET TO DO

• In this role, you will be providing support services to Remedy employees, contractors and partners together with other support team members.
• Responding to user requests and keeping track of task status in a timely manner with Jira Service Management.
• Creating and updating the existing user instructions and IT Support internal documentation.
• Taking part in the IT team’s internal and end-user communication.
• Assist in developing IT Service management and IT support ways of working. Identify improvement areas and participate in IT support’s internal development projects as a project team member.

WHAT YOU BRING TO THE ROLE

• You have a proven track record of technical support or an end-user-facing engineering role, preferably from an enterprise environment.
• You are used to working in larger production environments, managing access and permissions, IT hardware, software and service vendor management.
• You have experience in administering Intune, Active Directory, EntraID and MS Office Online.
• You are a strong and active communicator. Our working language is English but, in this role, also Finnish skills are preferred.
• You are motivated to take ownership of the problems you are solving and identify when short-term hacks or long-term fixes are needed.
• You have an information security mindset, to be able to identify the impacts and risks of the changes you are making.
• You thrive working in a team environment, sharing ideas and learning from others.
• You have participated in process development as a member of a team and can identify things to improve.
• You are used to collaborating with colleagues across different departments.
• You have an investigative can-do mindset, and you are able to communicate and present your ideas in a clear and coherent way.
• You are dedicated to contributing towards a friendly and inclusive work environment.
• You can also work independently, being organized and able to document your work.
• It’s an additional bonus if you have basic scripting skills.

OUR ENVIRONMENT

Remedy IT operating environment builds on approximately 700 workstations and laptops, and game console development hardware. The workstation environment is running mostly on Windows operating system, and we have a variety of other purpose-specific systems. Our developers are running a wide variety of 3rd party software to produce game content, as well as our in-house Northlight game editor tools.

In our office premises, we maintain the meeting room technology. Each room has a PC, most of which are capable of running our games under development, supported by a range of high-end AV setups to enable video conferencing game reviews and presentations.
Game development employs a wide range of different technologies. While the most specialized equipment is designed and operated by the respective game development teams, our IT team has a significant role in integrating all of these into our infrastructure.

On top of this, we maintain and assist in planning and deploying hardware for industry-specific environments like a buildfarm of approximately 100 build agents, QA’s compatibility lab and User Research lab.

Physically, the hardware we maintain is located at Remedy offices in Espoo and Stockholm, with the remote developers and partners at their locations globally and in our on-site and off-site datacenters. Maintaining the environment and supporting the users requires us to work on-site in Espoo. You are also expected to visit Remedy’s Stockholm office occasionally.

We value close collaboration with other teams, both digital and face-to-face. We provide for digital teamwork with solutions like Slack, Zoom, Jira, Confluence & M365. With these solutions, we enable our precious ‘customers’, the game development teams, to be productive in their creative endeavors. The IT team manages relationships with the hardware and software vendors, and provides support in efficient use of these solutions and ensures they are kept up to date.

WHAT'S IN IT FOR YOU?

• At Remedy, you get to work on awesome, memorable gaming experiences for our players in a studio where your input is valued, and your creative freedom is encouraged.
• We offer a collaborative environment that values both individual and teamwork, ensuring that everyone’s voice is heard and workloads stay manageable. We believe in and support work-life balance — happy people work better.
• We offer an extensive set of employee benefits and an annual bonus system as well as opportunities for you to develop your skills further. On top of this, in Finland you get up to 5 weeks of paid vacation, in addition to public holidays and other special occasions.
• We have two offices, one in Espoo, Finland, in the capital area, and one in Stockholm, Sweden. This role is for our office in Espoo and you are occasionally expected to visit the Stockholm office.

To apply, please fill in the application form with your CV (in English) and other information relevant to the position. This position will be filled as soon as suitable applicants are found.