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About the Role

The IT Support Specialist primarily provides Tier 2 end-user support for staff in our London office but will share in the support of our multiple global locations. This role will assist by identifying, prioritising, and confirming resolution of reported problems with desktop, laptop, networked systems, audio video equipment and desktop applications. The IT Support Specialist will utilise excellent customer service, problem solving, and technical reasoning skills. They also must be able to multitask and organise their work effectively to meet their daily, weekly, and monthly goals.

Responsibilities

Support onsite and remote staff via IT ticketing system, email and desk-side support, ensuring timely completion in line with contracted KPIs and SLAs.
Ensure consistent, timely, and effective response for all technical incidents/tickets reported by customers.
Act as an escalation point from Tier 1 analysts and escalate further when needed.
Provide backup cover for Tier 1 staff to ensure the service desk is adequately manned.
Diagnose and troubleshoot issues with Windows and Mac desktop OS, applications, network connectivity, and hardware malfunctions.
Identify, research, and resolve complex technical issues.
Document technical problems, resolutions, and standard operating procedures for all systems related processes.
Manage user accounts and permissions following established processes and procedures.
Set up and configure new 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/All company events.
Create and maintain application and system documentation by updating written procedures.
Observe user needs and system functionality and make recommendations to management.
Collaboratively assist with special projects, new applications, and system deployments.
Deliver exceptional customer service and technology experiences to all employees across the company.
Collaborate on and escalate issues with senior IT staff.
Proactively develop own skills and share knowledge with the team.
Mentor others and improve overall work results.
Research and implement, keeping up to date with latest technologies to further improve processes and systems.

Requirements

Three (3) to Five (5) years of experience providing technical support in Microsoft Windows and Apple Mac OS environments.
Experience supporting hybrid and remote workforces in a global organisation.
A successful track record of providing excellent customer service and communication to all levels of an organization.
A working history of using strong, professional communication skills, both verbal and written, including the skill to articulate, and translate technical language to non-technical customers.
Demonstrated willingness to learn new technologies through self-study and formal training.

Skills

Microsoft Windows and Apple Mac OS environments
Hybrid and remote workforce support
Microsoft Office 365 productivity suite
MacOS and Apple device support via JAMF or equivalent MDM platform
Collaboration platforms (Slack)
Web conferencing (Zoom)
Administering user identities and access through Microsoft Entra ID (Azure AD)
Supporting MFA, Conditional Access and modern authentication methods
Installing and troubleshooting hardware and software with modern management tools (System Center Configuration Manager, MS Intune, JAMF)
Managing configuration and lifecycle of mobile devices with MDM platforms (Intune)
Endpoint security technologies (Microsoft Defender, CrowdStrike)
Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
Hardware assets and software license tracking
Ticketing systems (Jira)
ITIL best practices for incident, problem, and change management

Location

London

Work Type

Hybrid
12-month Fixed Term Contract

Experience Level

Three (3) to Five (5) years of experience

Education Level

Bachelor's degree in a related field or a demonstrated equivalent level of applicable technical qualifications or professional experience.
ITIL Foundation certification or equivalent.

Salary/Compensations

£35,000.00 - £43,500.00 per year (new hires generally start between)
£35,000.00 - £56,000.00 per year (full range)

Benefits

Competitive cash-based compensation programs.
100% employer-paid healthcare premiums for you.
Generous paid family leave.
Employer-paid life insurance.
Employer-paid 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.

About the Company

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website.
Pokémon was launched in Japan in 1996 and today is one of the most popular children’s entertainment properties in the world.
Learn more online at corporate.pokemon.com and pokemon.com.

Equal Opportunity

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at accommodationrequest_ta@pokemon.com.