it support specialist for the London office

London Source: WhatJobs

See advert for pay

Описание:

The Pokémon Company International manages the Pokémon property outside of Asia, including brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website.

Задачи:

Support onsite and remote staff through the IT ticketing system, email, and desk-side support, meeting contracted KPIs and SLAs Ensure timely and effective responses to technical incidents and tickets Escalate tickets from Tier 1 analysts and elevate issues further when needed Provide backup coverage for Tier 1 staff to maintain service desk coverage Diagnose and troubleshoot Windows and Mac desktop OS, application, network connectivity, and hardware issues, including complex technical issues Document technical problems, resolutions, standard operating procedures, and system-related processes Manage user accounts and permissions according to established procedures Set up and configure hardware assets, including for new starters, planned refreshes, and office expansions Support the maintenance and operation of meeting and conference room facilities, including video conferencing and audio/video equipment Provide in-room technical support for executive-level and company-wide events Create and maintain application and system documentation by updating written procedures Observe user needs and system functionality and make recommendations to management Assist collaboratively with special projects, new applications, and system deployments Deliver customer service and technology experiences to employees across the company Collaborate with senior IT staff and escalated issues to them Develop personal skills, share knowledge with the team, and mentor others to improve work results Research and implement current technologies to improve processes and systems

Требования:

Three to five years of technical support experience in Microsoft Windows and Apple Mac OS environments A bachelor's degree in a related field, or equivalent applicable technical qualifications or professional experience Experience supporting hybrid and remote workforces in a global organization ITIL Foundation certification or equivalent Strong working knowledge of Microsoft Office 365 Working knowledge of macOS and experience supporting Apple devices through JAMF or an equivalent MDM platform Strong working knowledge of Slack and web conferencing platforms such as Zoom Experience administering user identities and access through Microsoft Entra ID (Azure AD) Experience supporting MFA, Conditional Access, and modern authentication methods Proficiency installing and troubleshooting hardware and software using modern management tools such as System Center Configuration Manager, MS Intune, and JAMF Experience managing mobile device configurations and lifecycles through MDM platforms such as Intune Exposure to endpoint security technologies such as Microsoft Defender, CrowdStrike, or equivalent Understanding of networking fundamentals, including DNS, DHCP, TCP/IP, and VPN technologies Experience tracking hardware assets and software licenses and managing inventory A track record of excellent customer service and communication at all organizational levels Strong professional verbal and written communication skills, including the ability to explain technical concepts to non-technical customers Experience using ticketing systems such as Jira Understanding of ITIL best practices for incident, problem, and change management Demonstrated willingness to learn new technologies through self-study and formal training Right to work in the UK is required for roles in the United Kingdom

Условия:

12-Month fixed-term contract
New hires generally start at £35,000.00 - £43,500.00 per year; the full range is £35,000.00 - £56,000.00 per year
Company events celebrating Pokémon
Competitive cash-based compensation programs
100% Employer-paid healthcare premiums
Generous paid family leave
Employer-paid life insurance and long- and short-term income protection insurance
US employees: 401k employer matching
UK/IRE/MX employees: pension employer contributions
Fitness reimbursement
Commuter benefit
LinkedIn Learning
Comprehensive relocation package for certain roles
For roles in the UK, the company may be able to arrange a visa in some cases