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IT Support Analyst

Square Enix
London England United Kingdom
1 month ago

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.


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:


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

Experience supporting Microsoft networks and software, Including:

Some level of Mac OS support in an enterprise environment

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


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:


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


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


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

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