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Junior IT Support Analyst

Job Summary:

To provide IT Support for all services and hardware, to users at Square Enix, also supporting our small sites in Hamburg, Paris and Shanghai.

Requirements

Key Deliverables:

• As the face of IT, provide frontline IT Support to Square Enix staff at our Southwark site via remote/email/face-to-face
• Accurately logging and updating all support requests in our ITSM tool following a “quality ticket” process
• Be able to multi task between working on own tickets and support with queue management
• Troubleshooting technical issues and working alongside the service desk team and other IT support staff to prioritise and resolve tickets efficiently.
• Active Directory user account administration.
• Installing and maintaining computer hardware/software, inc. diagnosing and swapping out faulty components.
• Provide remote IT Support to users in Paris/Hamburg via phone/email
• Deployment and management of IT equipment to staff when required.
• Managing hardware for the above sites; including builds/re-builds and new configurations.
• Administering file permissions, mailbox and distribution lists.

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

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

• Provide in office support including hardware moves around the building.

Key Stakeholders:

IT Service Desk Manager

Knowledge & Experience:

Essential:

Intermediate knowledge of IT equipment, basic networking knowledge and ITSM knowledge

Experience supporting Microsoft networks and software, Including:

• Basic Administering Active Directory users, groups, and email
• Current MS Windows client Operating systems
• Current Microsoft Office suite and associated tools

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

Experience supporting Microsoft applications inc. SharePoint

Basic Wired/Wireless Network experience and Troubleshooting skills

Desirable:

• Mac training/knowledge – enterprise level
• A+ / MCP / MCSE accreditations
• Mobile phone support and administration.
• VPN support
• Basic Zoom phone systems (VoIP), voicemail, VC admin and support

• Basic Microsoft Systems Centre Configuration Manager (including PC builds and software deployment).

• Exposure to current gaming console equipment (incl. PS5/XBOX range)

• Microsoft Server experience

• Data cabling and patching

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 under pressure
• Time keeping meeting deadlines

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