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IT Support Analyst - 12 months FTC

Job Summary:

To provide 1st/2nd line support for IT services and associated equipment, primarily to our users at Square Enix Europe in our London office. You will also be supporting our small sites in Hamburg and Paris as well as users from our other global locations, as needed. The Service Desk team is working on a hybrid model, offering both a traditional service desk hub and on-site IT support.

Requirements

Key Deliverables:

Primary Duties:

As the face of IT, provide frontline IT Support to Square Enix staff at our London site via ticketing system/face-to-face/IM including VIP support.

• Accurately logging and updating all support requests in Service Desk software following a “quality ticket” process.
• Ensure the highest levels of customer service in a collaborative environment while helping users with their IT support needs.
• Troubleshooting technical issues and working alongside the service desk team and other 3rd line IT support staff to prioritise and resolve tickets efficiently.
• Active Directory/Azure user account administration.
• Exchange on-prem/Online administration.
• Installing and maintaining computer hardware/software.
• Supporting Windows and Mac users in an enterprise environment.
• User onboarding support.

Secondary Duties:

• Provide remote IT Support to users in Paris/Hamburg/other locations via appropriate tools.
• Deployment and management of IT Loan equipment to staff when required.
• Managing hardware for the required sites; including builds/re-builds and new configurations.
• Administering file permissions and print queues.
• Administering the in-house and mobile phone system(s)
• Supporting in-house and 3rd party AV equipment in meeting rooms (and the setup thereof).

Key Stakeholders:

IT Service Desk Manager, 3rd Line teams

Knowledge & Experience:

Essential:

Advanced experience working in IT support in a medium sized company supporting 400+ users.

Providing support to all internal staff, external Vendors including VIPs

Experience supporting Microsoft networks and software, Including:

• Administering Active Directory and Azure for users, groups
• Administering Exchange on prem and Exchange Online
• Bitlocker and recovery tool management via Azure
• Administering File and print server permissions, shares, quotas, and print queues
• Current MS Windows client Operating systems
• Current Microsoft Office suite and associated tools
• Hardware setups via either PXE and/or AutoPilot

Some level of Mac OS support in an enterprise environment

• Jamf/similar MDM experience
• OOB Mac OS Imaging Knowledge
• Basic sudo command/Terminal knowledge

Experience supporting corporate and gaming spec PC / laptop hardware at a build level.

Wired/Wireless Network experience and Troubleshooting skills.

Knowledge and experience of supporting Audio/Visual switching and cabling.

Mobile and MDM support and administration.

Data cabling and patching.

Video Conferencing equipment support via Zoom/Crestron/Teams.

Desirable:

A+ / MCP / MCSE accreditations

Experience supporting Microsoft applications including Project, Visio, and SharePoint

VPN support

Microsoft Systems Centre Configuration Manager (including PC builds and software deployment) inc company portal (endpoint device management)

ADSL Hardware, networking, and troubleshooting

Exposure to current gaming console equipment (incl. PS4-5/XBOX One) Dev/Test and retail equipment

Microsoft Server experience

Experience supporting offsite events and providing support under pressure in the public eye

Experience with McAfee encryption

and Filevault

Live event technical support

Experience in public speaking/training

Exposure to remote support tools such as Parsec, RDP etc.

Inventory/asset management

Knowledge with using Azure Access Packages

Competencies, Skills & Attributes:

Essential:

Strong team player with excellent customer service skills

Ability to liaise and communicate with all levels of internal/external users, and offer solutions and advice clearly and appropriately

Ability to work independently and managing own workload

Desirable:

Ability to take on projects and manage time and workload to see through to completion

Other:

Keen interest in (but not limited to) technology and the computer games industry

Our goal at Square Enix is to hire, retain, develop and promote the best talent, regardless of age, gender, race, religious, belief, sexual orientation or physical ability.

Our pledge to D&I

At Square Enix we believe in the importance of being a diverse and global company, and we stand firmly together against any forms of injustice, intolerance, harassment or discrimination. In our effort to create a truly diverse workforce, we pledge to continue to raise awareness in every step of the employee experience, from recruitment to promotions to ensure equal opportunities for all. One of our goals is to champion diversity in games and at work and work together to inspire real change.

Learning and education around D&I will be a key element for us to continue to grow as an organization. With unconscious bias training, D&I workshops and a variety of initiatives to give our employees the opportunity to be heard and be part of that change to achieve real equality. We need all our efforts to continue to build our culture of inclusion and equality.

We are also proud to partner with UKIE's Raise the Game pledge, BAME in Games and Women in Games, to name a few.

Hybrid Working Policy

Square Enix is pleased to be an employer that offers flexibility within the workplace.

We have a hybrid working policy which allows employees to work from the comfort of their home, three days per week, and in our amazing Blackfriars office for the other two.

Or, if being in the Office is your preference, you can choose three days working from our office and two days working from home. The choice is yours!