Lead Desktop Support Engineer

On behalf of our client, leader in the game development industry, Affinity is looking for a Lead Desktop Support Engineer to join their IT infrastructure team in Bogotá, Colombia. This role supports IT operations for gaming development studios, ensuring seamless technical support and alignment with global IT standards.

Responsibilities:

• Provide an exceptional onboarding experience, ensuring consistency with global IT standards.
• Collaborate with a team responsible for imaging, new machine setup, PC refreshes, hardware replacements, software licensing, and Tier 1-3 IT support for both onsite and remote employees.
• Manage incidents by responding, tracking, resolving, and performing root cause analysis to prevent recurring issues, while adhering to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify challenges and opportunities to develop technical solutions through automation, scripting, and engineering best practices.
• Create tools and scripts to assist with maintenance tasks within the Endpoint/Desktop Engineering domain.
• Communicate effectively with team members, local IT, and global IT functions to ensure alignment and operational efficiency.
• Act as the final escalation point for complex technical issues, resolving them within your field of expertise.
  
  

Qualifications:

• Bachelor’s degree, professional certifications, or equivalent experience in IT or related fields.
• 5 years of experience in IT support within gaming, media, or entertainment industries.
• 2 years in senior IT roles, including leadership responsibilities.
• Experience deploying, troubleshooting, and optimizing Windows and Mac workstations using tools like ConfigMgr and JAMF.
• Knowledge of network protocols (TCP/IP, UDP, DNS, etc.) and network hardware.
• Familiarity with endpoint management tools (MECM/Intune), G-suite, anti-virus solutions, VDI solutions, DNS, DHCP, Active Directory, file and printing services, and shared drives.
• Experience with game consoles is a plus.
• Familiarity with standard ticketing tools (e.g., ServiceNow) and ITIL practices.
• Strong customer support skills and a proactive approach to resolving end-user issues.
  
  

Additional Details:

• Location: Office in Bogotá, Colombia.
• Compensation: Competitive salary and benefits, including medical, dental, and life insurance, meal allowances, and professional development programs.
• Work Environment: A collaborative and inclusive culture with opportunities to contribute to impactful projects.
  
  

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity:

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 11610