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QA Helpdesk Technician

QA Helpdesk Technician

JOB ID: 185196BR
Full Time

About the Company

WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.

About WB Games Montréal

WB Games Montréal is a division of Warner Bros Interactive Entertainment (WBIE). Founded in 2010, we are 300+ creative team members strong who join forces every day to create unforgettable AAA experiences across all platforms.

Job Description

WB Games Montréal seeks a Quality Assurance (QA) Helpdesk Technician. The person will be responsible for maintaining the QA inventory management system, deploying and retrieving of QA hardware to the various teams, building and maintaining all of QA’s gaming PCs, receiving and delivering assets and packages (both digital and physical).

QA Inventory

  • Collaborate with the Helpdesk and IT teams for the reception of QA hardware (consoles, peripherals, etc...)
  • Label and enter hardware into the inventory management system
  • Maintain the QA hardware inventory, and provide forecast suggestions to your QA manager for future needs
  • Maintain and distribute QA hardware material to QA teams, as well as track and retrieve the distributed QA hardware material
  • Troubleshoot and diagnose faulty hardware
  • Perform RMAs as needed on broken hardware
  • Work with the QA Director to purchase and maintain a healthy stock of prepaid currency and subscriptions

QA Gaming PCs

  • Build gaming PCs according to provided specifications
  • Provide recommendations on alternative hardware when needed
  • Upgrade and repair gaming PC hardware at a 1st level (parts replacement)
  • Windows installation, administration and troubleshooting

QA Mastering

  • Manage assets and packages (both physical and digital) arriving from various partners
  • Make assets and packages available to the appropriate parties (both internal and external)
  • Exercise the appropriate caution and security measures as established by the Helpdesk and IT teams

QA Network Storage

  • Monitor and manage network storage to always have adequate free space for any incoming digital packages and assets

QA Tools Administration

  • Jira administration (project creation, making new custom fields, changing a project’s settings, etc…)
  • TestRail administration (user management, changing project configurations, etc…)

QA Process Improvement

  • Provide suggestions to aid in the QA Helpdesk team's continuous evolution and improvement

Job Qualifications

Work Experience

  • Minimum 3 years work experience in a similar role
  • Minimum 1 year work experience in the video games industry

Education, Professional Training, Technical Training or Certification

  • DEC in information technology or equivalent experience


  • Service / support oriented
  • Windows installation, administration and troubleshooting
  • Strong understanding of the video games industry
  • Mastering process
  • Transfer tools (Aspera or FTP)
  • Excellent knowledge of MS Office, especially MS Excel
  • Strong written and verbal communication skills (English & French)
  • Autonomy and high level of proactivity
  • Rigorous and is detail focused
  • Active self-learning, be able to adopt changes quickly and learn new technology fast
  • Work efficiently under high pressure and be able to handle multiple tasks simultaneously

Nice to Have

  • Game console hardware knowledge
  • SharePoint knowledge
  • Programming skills
  • Archiving knowledge

Other Requirements

  • Have excellent communication skills
  • Have a great affinity for teamwork
  • Have a keen eye for detail
  • Be able and willing to work remotely as needed (evening / weekend support during crunch times)
  • Be able to work autonomously and keep a level head during periods of high stress
Management has the right to add or change duties and job requirements at any time.
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