IT Support Specialist III

IT Support Specialist III (12-month Fixed Term Contract)

London, England, United Kingdom

Get to know The Pokémon Company International

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children’s entertainment properties in the world.

• Job Title:
  
  IT Support Specialist III (12-month Fixed Term Contract)
• Job Summary:
  
  The IT Support Specialist primarily provides Tier 2 end-user support for staff in our London office but will share in the support of our multiple global locations. This role will assist by identifying, prioritising, and confirming resolution of reported problems with desktop, laptop, networked systems, audio video equipment and desktop applications. The IT Support Specialist will utilise excellent customer service, problem solving, and technical reasoning skills.
  
  They also must be able to multitask and organise their work effectively to meet their daily, weekly, and monthly goals.
• People Manager:
  No

What you’ll do

• Support onsite and remote staff via IT ticketing system, email and desk-side support. Ensuring they are carried out in a timely manner and in line with contracted KPI’s and SLA’s. Ensure consistent, timely, and effective response for all technical incidents/tickets reported by customers.
• Be an escalation point from Tier 1 analysts for when they can no longer progress a ticket and then escalated when needed.
• Back up cover for Tier 1 staff to ensure the service desk is manned sufficiently.
• Diagnose and troubleshoot issues with Windows and Mac desktop OS, applications, network connectivity, and hardware malfunctions, Identifies, researches, and resolves complex technical issues.
• Document technical problems, resolutions, and standard operating procedures for all systems related processes.
• Manage user accounts and permissions following established processes and procedures.
• Set up and configuration of new hardware assets, including new starters, planned refreshes office expansions.
• Supporting in the maintenance and operation of our meeting and conference room facilities, including video conferencing and audio/video equipment.
• Supports Executive-level/All company events by providing in-room technical support.
• Create and maintain application and system documentation by updating written procedures.
• Observe user needs and system functionality and make recommendations to management.
• Collaboratively assist with special projects, new applications, and system deployments.
• Deliver exceptional customer service and technology experiences to all employees across the company.
• Collaborate on and escalated issues with senior IT staff.
• Proactively develops own skills and shares knowledge with the team. Mentor others and improve overall work results.
• Research and implement, keeping up to date with latest technologies to further improve processes, and systems.

What you’ll bring

• Three (3) to Five (5) years of experience providing technical support in Microsoft Windows and Apple Mac OS environments.
• Bachelor's degree in a related field or a demonstrated equivalent level of applicable technical qualifications or professional experience.
• Experience supporting hybrid and remote work forces in a global organisation.
• ITIL Foundation certification or equivalent.
• Strong working knowledge of Microsoft Office 365 productivity suite.
• Working knowledge of MacOS and experience supporting Apple devices through JAMF or equivalent MDM platform.
• Strong working knowledge of collaboration platforms (Slack) and web conferencing (Zoom)
• Experience administering user identities and access through Microsoft Entra  (Azure AD).
• Experience supporting MFA, Conditional Access and modern authentication methods.
• Proficient at installing and troubleshooting hardware and software with modern management tools such as System Center Configuration Manager, MS Intune, and JAMF software platforms.
• Managing configuration and life of mobile devices with MDM platforms such as Intune etc.
• Exposure to endpoint security technologies such as Microsoft Defender, Crowd Strike or equivalent.
• Understanding of networking fundamentals including DNS, DHCP, TCP/IP and VPN technologies.
• Experience with hardware assets and software license tracking; consistent management of inventory.
• A successful