To provide 1st/2nd line support for IT services and associated equipment, primarily to our users at Square Enix Europe in our London office. You will also be supporting our small sites in Hamburg and Paris as well as users from our other global locations, as needed. The Service Desk team is working on a hybrid model, offering both a traditional service desk hub and on-site IT support.
As the face of IT, provide frontline IT Support to Square Enix staff at our London site via ticketing system/face-to-face/IM including VIP support.
Accurately logging and updating all support requests in Service Desk software following a “quality ticket” process.
Ensure the highest levels of customer service in a collaborative environment while helping users with their IT support needs.
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/Azure user account administration.
Exchange on-prem/Online administration.
Installing and maintaining computer hardware/software.
Supporting Windows and Mac users in an enterprise environment.
User onboarding support.
Provide remote IT Support to users in Paris/Hamburg/other locations via appropriate tools.
Deployment and management of IT Loan equipment to staff when required.
Managing hardware for the required sites; including builds/re-builds and new configurations.
Administering file permissions and print queues.
Administering the in-house and mobile phone system(s)
Supporting in-house and 3rd party AV equipment in meeting rooms (and the setup thereof).
IT Service Desk Manager, 3rd Line teams
Knowledge & Experience:
Advanced experience working in IT support in a medium sized company supporting 400+ users.
Providing support to all internal staff, external Vendors including VIPs
Experience supporting Microsoft networks and software, Including:
Administering Active Directory and Azure for users, groups
Administering Exchange on prem and Exchange Online
Bitlocker and recovery tool management via Azure
Administering File and print server permissions, shares, quotas, and print queues
Current MS Windows client Operating systems
Current Microsoft Office suite and associated tools
Hardware setups via either PXE and/or AutoPilot
Some level of Mac OS support in an enterprise environment
Jamf/similar MDM experience
OOB Mac OS Imaging Knowledge
Basic sudo command/Terminal knowledge
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/Teams.
A+ / MCP / MCSE accreditations
Experience supporting Microsoft applications including Project, Visio, and SharePoint
Microsoft Systems Centre Configuration Manager (including PC builds and software deployment) inc company portal (endpoint device management)
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 McAfee encryption and Filevault
Live event technical support
Experience in public speaking/training
Exposure to remote support tools such as Parsec, RDP etc.
Knowledge with using Azure Access Packages
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
Our goal at Square Enix is to hire, retain, develop and promote the best talent, regardless of age, gender, race, religious, belief, sexual orientation or physical ability.
Our pledge to D&I
At Square Enix we believe in the importance of being a diverse and global company, and we stand firmly together against any forms of injustice, intolerance, harassment or discrimination. In our effort to create a truly diverse workforce, we pledge to continue to raise awareness in every step of the employee experience, from recruitment to promotions to ensure equal opportunities for all. One of our goals is to champion diversity in games and at work and work together to inspire real change.
Learning and education around D&I will be a key element for us to continue to grow as an organization. With unconscious bias training, D&I workshops and a variety of initiatives to give our employees the opportunity to be heard and be part of that change to achieve real equality. We need all our efforts to continue to build our culture of inclusion and equality.
We are also proud to partner with UKIE's Raise the Game pledge, BAME in Games and Women in Games, to name a few.
Hybrid Working Policy
Square Enix is pleased to be an employer that offers flexibility within the workplace.
We have a hybrid working policy which allows employees to work from the comfort of their home, three days per week, and in our amazing Blackfriars office for the other two.
Or, if being in the Office is your preference, you can choose three days working from our office and two days working from home. The choice is yours!