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IT Senior Support Technician

IT Support Technician

Location: Istanbul

Studios: Zynga Turkey, Gram Games and Rollic

Cover: Remote and Office visits as and when required

Team: Work with EMEA IT Support Team

General

Serve as first-line support to Zynga and its subsidiary's employees globally by actively triaging tickets, collecting information regarding the ticket, and attempting initial troubleshooting steps, under the guidance of line manager and/or Senior team member's guidance where required.

• Assists in the installation, implementation, and upgrades of internal systems and software
• Maintains all IT end-user equipment, hardware, software, supplies, and ordering
• Troubleshoots, maintains, and monitors internal hardware, software, printers, plotters and scanners
• Provide support to remote workers and vendors
• Excellent communication skills, both written and verbal in English, with the ability to communicate at all levels and the ability to carry out tasks independently in non-standardized (ever-changing) work situations
• Project contribution

Job Summary

• Serves as 1st and 2nd line support, while assisting Zynga and its subsidiary's employees globally
• Support entails having a more in-depth knowledge of Zynga's IT services and the maintenance of these services
• Participates in IT projects and owns projects pertaining to the technologies supported by IT Operations/Support. This includes participating with IT systems. e.g. SCCM, JAMF, AD, etc
• Helps contribute to Projects and keeps comments and status updated frequently
• Documenting resolution steps within IT tickets, and where applicable updating IT's documentation
• This includes supporting all hardware and software requests and problems raised
• Ordering and raising PR as and when needed

Technical Skills / Knowledge

• Good knowledge of MDM with SCCM, InTune or Autopilot, and JAMF Pro. Hardware support of both PC and Mac
• Admin experience for: Application support, AD administration, Office 365, SSO, Google Drive and Jira Service Desk
• Basic networking and server knowledge
• Requires customer service, service desk, excellent written and verbal skills
• ITIL best practices

Scope / Impact

• Project contribution - Implement enhancements to ease administration for users and peers
• Troubleshoot and work escalated tickets from Sr Desktop.
• Identify and propose technical improvements to leadership.
• Basic SCCM and JAMF help as and when required
• Jira Service Desk: Metrics and reports build
• On-call rotation support

Complexity

• Expert in Hardware, Software, and Application Support.
• Proficient in first and second line IT Support
• Participate in medium/large projects, independently work small projects

Supervision

• Bi-weekly supervision from the immediate manager
• Independent troubleshooting and resolution of requests and problem tickets, as well as tasks.
• Self-scoping and driving new initiatives
• May mentor less experienced employees on job duties and general departmental or company operations

Education / Experience

• Typically, requires a Bachelor’s degree - or an advanced degree without experience; or equivalent work experience
• 2-4 years+ experience, Technical Skills, and Knowledge

Competencies

• Assisting projects; planning, prioritizing, and administering work