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IT Support Analyst

Job Summary:

To provide 1st/2nd line support for IT services and associated equipment, to users at Square Enix Europe, also supporting our small sites in Hamburg, Paris and Shanghai.

Requirements

Key Deliverables:

Primary Duties:

As the face of IT, provide frontline IT Support to Square Enix staff at our Southwark site via ticketing system/face-to-face/IM

Accurately logging and updating all support requests in Service Desk software following a “quality ticket” process

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 user account administration.

Installing and maintaining computer hardware/software.

Supporting Windows and Mac users in an enterprise environment.

Secondary Duties:

Provide remote IT Support to users in Paris/Hamburg via phone/email

Deployment and management of IT Loan equipment to staff when required.

Managing hardware for the above sites; including builds/re-builds and new configurations.

Administering file permissions and print queues.

Administering the in-house and mobile phone system(s) and Voicemail

Supporting in-house and 3rd party AV equipment in meeting rooms (and the setup thereof)

Key Stakeholders:

IT Service Desk Manager

Knowledge & Experience:

Essential:

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

Experience supporting Microsoft networks and software, Including:

• Administering Active Directory users, groups, and email
• Administering File and print server permissions, shares, quotas, and print queues
• Current MS Windows client Operating systems
• Current Microsoft Office suite and associated tools

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

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).

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 Bitlocker, McAfee encryption

and Filevault

Live event technical support

Experience in public speaking/training

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.

Covid-19 remote working

Square Enix are committed to keeping our employees safe. We are listening closely to government guidelines, and this role will be based remotely until the company sees fit to return to the office. This role will be based in our Blackfriars Studio in London, upon return.