IT Support Technician

Requirements

• Understanding of basic Network Protocols
• Hands on knowledge of changing hardware
• Problem solving skills and the ability to resolve issues swiftly and effectively
• Ability to produce clear, concise and accurate documentation and job notes
• The ability to articulate at a technical level appropriate to the circumstances
• Experience of working or supporting clients in the games industry a plus
• Understanding of Active Directory & O365 Administration
• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
• Knowledge of first line support operations.
• Knowledge of ServiceNow and industry trends.
• Excellent relationship building skills.
• Ability to work in a matrix management environment.
• Proven experience in managing a high-performing customer service or support team.
• Excellent written and verbal communication skills.
• Ability to analyse, interpret, and report on complex data.
• Passion for gaming and the gaming industry.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

Duties and Responsibilities

Full scope of tasks including but not limited to:

• Support users with requests via the ticketing system, while keeping IT security at the forefront of every decision
• Replacing and maintaining hardware for user’s PC’s
• Work alongside the IT Manager to ensure planned upgrades are implemented with minimum downtime
• Updating documentation of working practices
• Upgrade different types of hardware and software with minimal impact to users
• Setting up new user’s accounts and profiles and dealing with password issues
• Monitoring and maintaining computer systems and networks
• • Develop and maintain excellent relationships with our employees, providing personalized and empathetic support.
  • Stay up-to-date with industry developments and use this knowledge to improve support processes and procedures.
  • Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience.
  • Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured.
  • Ensure that all IT assets in the local office are managed and maintained to a high standard.
  • Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required.
  • Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
  • Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.