Network Troubleshooting Specialist

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

Gaming • Media • Artificial Intelligence

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

📋 Description

• Responsibilities extend well beyond basic troubleshooting: they include root cause analysis, knowledge sharing, and, in many cases, interventions on infrastructure or code. • Analyze support data to identify trends, root causes, and recurring issues. • Propose and lead initiatives to improve support efficiency, automation, and overall quality. • Produce regular reports on performance, ticket behavior, and emerging issues. • Communicate confidently with clients and internal teams at all levels of seniority. • Participate in client follow-up meetings to align support operations with their priorities. • Contribute to a feedback loop between users, clients, and internal support teams to drive continuous improvement.

🎯 Requirements

• Strong experience in advanced IT support, software engineering, or system administration. • Ability to perform deep analysis of logs, architecture, and configurations to diagnose system failures and persistent performance issues. • Troubleshoot complex connectivity problems involving routing, DNS, firewall rules, or virtualization layers that L2 support cannot resolve. • Handle complex technical cases with minimal supervision while ensuring a high level of customer satisfaction. • Document solutions and best practices in internal knowledge bases and client-facing documentation. • Provide advanced technical support including in-depth analysis of network and hardware issues and escalation of confirmed bugs. • Resolve complex problems without relying on predefined procedures or scripts. • Experience in audio troubleshooting is a plus.