Matrix Games

Matrix Pro Sims the defense supporting branch of Slitherine & Matrix Games, who is a leading provider of cutting-edge digital wargames and simulation solutions for defense organizations worldwide. Our innovative technologies and immersive simulations enable military personnel to train effectively in realistic environments, enhancing readiness and mission success.

About the Role
We are seeking a dedicated and customer-focused Help Desk Operator to join our team. As a Help Desk Operator at Matrix Pro Sims, you will play a crucial role in providing technical support and assistance to our clients in the defense sector. You will be responsible for troubleshooting software and hardware issues, providing guidance on product usage, and ensuring a seamless experience for our users.

Key Responsibilities:

• Provide Technical Support: Serve as the primary point of contact for clients seeking assistance with Matrix Pro Sims' wargames. Respond promptly to inquiries and provide technical support via our ticketing system.
• Troubleshooting: Diagnose and resolve software and hardware issues related to our simulation products. Utilize problem-solving skills and technical knowledge to address client concerns effectively.
• User Guidance: Offer guidance and training to clients on the use of Matrix Pro Sims' wargames. Assist users in navigating software interfaces, configuring settings, and optimizing performance.
• Documentation: Maintain accurate records of client interactions, technical issues, and resolutions in the help desk ticketing system. Create and update documentation, including user guides and troubleshooting procedures.
• Escalation Management: Escalate complex technical issues to the appropriate internal teams for further investigation and resolution. Coordinate with development and engineering teams to ensure timely resolution of client issues.
• Quality Assurance: Conduct quality assurance testing on new software releases and updates. Identify and report any bugs or inconsistencies to the development team for remediation.
• Customer Satisfaction: Strive to ensure high levels of customer satisfaction by providing timely and effective support services. Gather feedback from clients to identify areas for improvement and implement solutions accordingly.

Required Skills

• An extensive knowledge of Command Modern Operations
• A good understanding of computer hardware, software, and networking concepts.
• Excellent communication skills, both written and verbal. Ability to effectively convey technical information to non-technical users.
• Customer-focused mindset with a commitment to delivering high-quality support services.
• A good understanding of modern military equipment. 

Desired Skills

• Extensive knowledge of other Matrix Pro Sims wargames including Flashpoint Campaigns and Combat Mission. 
• Familiarity with the defense industry is a benefit but not required. 

At Matrix Pro Sims, we are committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds and experiences.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties may be altered or assigned based on business needs.

Salary: Based on suitability but ~$40k-$60k 

Location: In office Epsom, Milan or remote.  

Please submit your CV and covering letter to career@slitherine.co.uk or use the Apply link below