Responsibilities12-month ContractThis dynamic and engaging role does not fit the average definition of Desktop Support. For SIE, the Studio IT Support Specialist possesses a mix of skills and experience often found in desktop support, helpdesk support, and limited system administration rolesThe right candidate is versed in a wide range of client technologies; responsible not only for the implementation, maintenance, and highest level of performance-tuning for client technology, but also for being a champion for strong working relationships directly with the people who utilize that technologyThis is a customer service role and fundamental to its success is building and maintaining support relationships with internal business teams, promoting trust, setting expectations, and achieving mastery in customer serviceThe ability to think strategically at a fast pace, troubleshoot accurately while navigating interdependent system relationships - all while driving multiple projects to successful completion in tight, shifting deadlines is the reality of this positionProvides helpdesk-level coverage and support for internal clients. Coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established processSolve technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Collaboration with remote sites expected and encouragedProvides timely resolution of problems or escalation on behalf of customer to appropriate technical personnelDevelops, documents, and implements standard operating procedures and customer service guidelines relating to IT supportPerform first and second level support and troubleshooting for workstation and mobile systemsInterface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentationEstablish and maintain direct relationships with business units as a support resource and contributing member of the production teamsOrganize the unorganized, communicate thoroughly and effectively in both written and spoken forms across the organizationWork proactively to determine potential issues existing in the environment. Apply performance tuning techniques where applicableResearch new trends and technologies leading to testing and justification for deploymentBe available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergenciesPerform inventory management of team resources; apply workstation build technologies; configure and manage user account provisioning and permissionsBe eager to grow and develop new skills and tackle special projects as neededAppreciation and experience in platform/computer/video gaming is preferred!BenefitsPrivate medical insurancePrivate dental insuranceFlexible working policy (remote working, flexible hours)Free fruit every day in our officesOn-site free gym (London & Liverpool)On-site subsidised cafésOn-site bar (Thursdays & Fridays, London & Liverpool)Employee Assistance ProgrammeEye care assistancex2 volunteering days each yearGroup pension planDiscretionary bonus schemeSeason ticket loansLife assuranceIncome protection25 days holiday, plus Bank HolidaysDiscretionary days off over Christmas and summerFree giveaways of select first party products and servicesDiscounts on PlayStation productsDiscounts on Sony productsAccess to other corporate discountsSkills & QualificationsAbility to interact effectively with others on varying technical competency, vendors, management, and staffVolunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when neededTakes responsibility for own actions; Keeps commitments; Commits to required work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate planIs actively available to respond when needs ariseSkilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.)Familiar with the concepts behind a distributed build system; familiarity with enterprise storage technologies (SAN, NAS, iSCSI) – NetApp, EMC, HDS ideal; basic networking skills; knowledge of security concepts and industry best practices; Linux and Mac OS experience are both a strong plusStrong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OSMust understand and communicate system concepts to end users and technical teamsIdentifies and resolves problems in a timely manner; gathers and analyzes information skillfullyManages competing demands and changes approach or method to best fit the situationOperates across multiple projects concurrently and assumes responsibility for implementation of projects#J-18808-Ljbffr