Operations Support Specialist

Are you an energetic person who finds pleasure in assisting customers?

The Opportunity

i3D.net is one of the leading hosting providers in the world with headquarters located in Rotterdam, The Netherlands. As a Support Operations team member of i3D.net, you are the first line of contact for our clients. Our operations are truly global, extending across six continents and over 35 points of presence in 25 countries. We operate our own low-latency global network (AS49544). We offer videogame publishers, Enterprises and IT Service providers worldwide hosting, colocation and connectivity solutions.

When you join us, you will become part of our Ops-ServiceDesk team. This team is our operational core that operates in our front line 24/7 and keeps everything up and running. When necessary, they escalate issues and route them to other teams within i3D.net. Our wide variety of services and our diverse customer base makes this a challenging and exciting job. One moment you are monitoring thousands of servers worldwide for stability and capacity, then you are on the phone with an IT manager for an enterprise customer. After that you are talking to a developer from one of the largest game publishers in the world. You will investigate and answer questions regarding game hosting, servers, colocation, managed services and backup services in a multi-channel environment, including our ticket system, live-chat, email and telephone.

Applicants should be strong communicators who act professionally and are knowledgeable about basic datacenter, server monitoring and hosting operations. Since we have operations around the globe English fluency is a must; other language proficiencies are, of course, a plus. Daytime and evening shifts (ending at 11 pm)are available.

A minimum of one year of relevant experience is desired.

Key Responsibilities

• Client Support – including troubleshooting and the setup and decommission of servers
• Server & Network Monitoring – including using technologies such as PRTG, Cacti, nfsen and AS-stats to monitor network for issues to prevent or reduce the impact of potential issues
• Admin Panel Utilization –navigating a control panel to aid the management, deployment and troubleshooting of datacenter equipment
• Troubleshooting / Fault Finding – including using various software and hardware tools to troubleshoot issues with the network, server hardware and server software, and once an issue has been found, develop a resolution that is cost affective and minimizes client and end user impact
• Game Operations – including installing and maintaining software (Windows, Linux) and patching

Work Environment

Our principal place of business in the United States is in Pasadena, California. This U.S. Operations Center will be your main work place and offers a small, collegial environment.

i3D.net, LLC is a wholly-owned subsidiary of i3D.net B.V., — a Ubisoft company. You will receive one of the company’s high-end laptops with which you can connect to one of our docking stations. You will have at least two screens and may choose to work from a standard or telescoping desk. Additional short-term work opportunities at our global headquarters and various points of presence may also arise from time to time.

Our Offer

Competitive compensation (depending on education, knowledge and experience) from $15 to $24 an hour

Semi-annual bonus opportunities

15 vacation days available annually

A Health care stipend of $200 a month

401k retirement savings plan with employer matching

Limited “on-call” hours with additional “on-call” pay

Career enhancement opportunities including reimbursement of relevant education, courses and trainings with pre-approval