IT Technician

Job Description

IT Technician | up to £30,000 | Hybrid | Cambridge | Games StudioDo you want to work for one of the UKs Leading Games Studios Want to join a company who are passionate about building the most engaging gaming experiences for players all around the world This is an exciting opportunity for you.My client is looking for an IT Technician who will be responsible for handling requests and issues that come in from around the organisation. You will assist with investigation and resolution by gathering relevant data and diagnostics and following all IT supportand troubleshooting protocols. You should be able to fix these problems either directly or escalate them to the relevant IT or business team.By helping their Studios and Commercial divisions to produce the finest games possible, this role will make it feasible for hordes of players to enjoy our games. This is the perfect position for you if you have a solid IT background and are an avid gamer!Benefits:

• Flexible Working
• Bonus Scheme
• Private Health Care
• Gym Membership
• Monthly Energy Allowance
• Generous Pension Contributions
• Life Insurance
• Free Cycle Repair
• Income Protection
• Dental Plan

Role:

• By taking ownership of customer requests, issues, and complaintsalways making sure to respond in a timely fashion and to follow the appropriate escalation procedures.
• By ensuring that customers are kept informed of the progress of theirissuesor requests, as well as the resolution by always managing expectations.
• By understandingthe game delivery / update schedule so you can help prioritize issue resolution relative to business value.
• By loggingallcustomerissues& requests on the IT ticketing system,understanding,and establishingcustomerneeds,andcollectingrelevant information & diagnosticsneeded forinvestigation & resolution.
• By performinginstallations, repairs, maintenance,diagnosis&analysisof desktop relatedissuesor requests, liaising with other IT/non-IT support teams across the business,or third-party support/equipment vendors,whereappropriate.
• By recommending& implementingcorrective solutions according to published procedures, whilst communicating best practice concerning the use of IT systems to the business.

Requirements:

• Proven commercial experience in a similar support role (2 years minimum).
• A customer service focus, with an excellent ability to handle customers effectively; with a qualification or work experience in a customer-facing environment.
• Ability to present ideas & troubleshooting procedures in business-friendly & user-friendly language.
• Good knowledge of PC & Mac hardware components, peripherals & Operating Systems (to current versions), as well as Mobiles & Tablets (Android & iOS).
• Troubleshooting experience/qualifications in desktop products (hardware, software & network), Commercial Applications etc. together with an enthusiasm to build on that knowledge to provide an improved customer service.
• Excellent knowledge & experienceof IT ticketing systems(eg.Manage Engine, Service Nowetc..)
• Some experience withActive Directory, Office365, Sophos or Kaspersky.
• Familiarity with remote management tools, such as SCCMorJAMF.
• Lifting & transporting of heavy to moderately heavy objects, such as computers, monitors & peripherals.
• An awareness of Agile Methodologies, experience working in Kanban, or as part of a cross-functional team.

If this sounds like the role for you then we would love to hear from you!Keywords: IT Technician, Active Directory, Office365, Sophos, Kaspersky