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IT Senior Support Technician

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πŸ‡ΉπŸ‡· Istanbul

Serve as first-line support to Zynga and its subsidiary's employees globally by actively triaging tickets, collecting information regarding the ticket, and attempting initial troubleshooting steps, under the guidance of line manager and/or Senior team member's guidance where required.

  • Assists in the installation, implementation, and upgrades of internal systems and software
  • Maintains all IT end-user equipment, hardware, software, supplies, and ordering
  • Troubleshoots, maintains, and monitors internal hardware, software, printers, plotters and scanners
  • Provide support to remote workers and vendors
  • Excellent communication skills, both written and verbal in English, with the ability to communicate at all levels and the ability to carry out tasks independently in non-standardized (ever-changing) work situations
  • Project contribution

Job Summary

  • Serves as 1st and 2nd line support, while assisting Zynga and its subsidiary's employees globally
  • Support entails having a more in-depth knowledge of Zynga's IT services and the maintenance of these services
  • Participates in IT projects and owns projects pertaining to the technologies supported by IT Operations/Support. This includes participating with IT systems. e.g. SCCM, JAMF, AD, etc
  • Helps contribute to Projects and keeps comments and status updated frequently
  • Documenting resolution steps within IT tickets, and where applicable updating IT's documentation
  • This includes supporting all hardware and software requests and problems raised
  • Ordering and raising PR as and when needed

Technical Skills / Knowledge

  • Good knowledge of MDM with SCCM, InTune or Autopilot, and JAMF Pro. Hardware support of both PC and Mac
  • Admin experience for: Application support, AD administration, Office 365, SSO, Google Drive and Jira Service Desk
  • Basic networking and server knowledge
  • Requires customer service, service desk, excellent written and verbal skills
  • ITIL best practices

Scope / Impact

  • Project contribution - Implement enhancements to ease administration for users and peers
  • Troubleshoot and work escalated tickets from Sr Desktop.
  • Identify and propose technical improvements to leadership.
  • Basic SCCM and JAMF help as and when required
  • Jira Service Desk: Metrics and reports build
  • On-call rotation support


  • Expert in Hardware, Software, and Application Support.
  • Proficient in first and second line IT Support
  • Participate in medium/large projects, independently work small projects


  • Bi-weekly supervision from the immediate manager
  • Independent troubleshooting and resolution of requests and problem tickets, as well as tasks.
  • Self-scoping and driving new initiatives
  • May mentor less experienced employees on job duties and general departmental or company operations

Education / Experience

  • Typically, requires a Bachelor’s degree - or an advanced degree without experience; or equivalent work experience
  • 2-4 years+ experience, Technical Skills, and Knowledge


  • Assisting projects; planning, prioritizing, and administering work