Zynga is looking for an exceptional Senior IT Support Technician to work in our world-class IT support team based in Hammersmith, London. As a Senior IT Support Technician, you will play an integral part of supporting, building relationships and improving the future of Zynga corporate desktop support services across multiple studios. You can work on your own initiative just as well as working and leading your local team plus in a geographically dispersed team where collaboration is second nature to you.
Reporting to the IT Support Manager EMEA, the Senior IT Support Technician will work across multiple support platforms, systems, and software in a Global IT organisation. They will be required to assist with the support activities plus lead and/or contribute to project related work. The ideal candidate will build and maintain strategic partnerships with the Global Senior IT Support Technicians, their teams, business leaders and our studios to support Incidents, requests, and projects.
If you’re a strong, dynamic, Senior IT Technician with a proven track record and a passion for technology, we want to hear from you!
Main Responsibilities
Managing JML (Joiners, Movers, and Leavers), individually and/or with the wider IT Support team across EMEA. Providing IT Onboarding orientations for New Hires. Working tightly with local Work Place Experience teams and People OPs to fulfil JML successfully.
Actively contribute with local business partner relationships to understand business needs, maintain mutual expectation levels for service delivery and help with customer satisfaction.
Ensure customer satisfaction by taking ownership of issues, communicating status information appropriately and providing resolutions within the agreed service levels and timely escalation to other support teams as necessary.
Contribute to building policies, processes, and procedures in alignment with global standards to ensure efficient and effective service delivery.
Proactively monitor the support queues to ensure BAU activity (Incidents and Requests) are fulfilled within defined target SLA as well as raising orders for hardware and software requests.
Provide Tier 1 and 2 support at desk side, via phone, email, chat, or remote tools
Maintain and support all IT end-user equipment, hardware, software, Wikis, and supplies in accordance with the defined standards. Contribute to and where required manage IT projects in line with defined standards
Provide training / education of new tools & services for end-users. Create and maintain documentation including inventory, configuration, procedures as they relate to the IT Support environment
Collaborate with the cybersecurity team to assist with critical cybersecurity incidents
Perform other duties as assigned plus flexibility to work out-of-office hours on occasions as required. Working at Offices will be required based on planned days as we have multiple sites.
Collaborate with IT Teams across Networking, Engineering, and Applications to fulfil IT Support successfully.
Troubleshoots, maintains, and monitors internal hardware, software, printers, and scanners. Provide support to remote workers and vendors.
Requirements:
Bachelor’s degree or similar level education in Information Systems, Computer Science or related discipline
7+ years of IT experience, with a minimum of 3+ years in a Senior IT Support Technician role, managing a team of 2+ in a Global organization.
Experience with implementation, configuration, support, of Mac / Jamfcloud and PC / Configuration via SCCM/Intune/Autopilot
Experience with administering SCCM, JAMF, Apple Business Manager, Microsoft 365, Intune, MDM and providing PC, Mac and iOS end-user support
Microsoft and Active Directory, Windows Workstations and Apple macOS
Able to exercise sound judgment within defined procedures and practices to determine appropriate action
Excellent interpersonal skills including ability to communicate effortlessly and effectively, both in writing and verbally, with all levels of the organization
High attention to detail & able to manage & prioritise own workload and also the support team
Strong organizational skills, with the ability to manage multiple tasks simultaneously and ability to work effectively within a team as well as on their own initiative
Help mentor staff on core products and technologies, able to document solutions and create knowledge articles
Strong technical troubleshooting, problem resolution and decision-making skills.
Experience with participating in technical projects and structured working style with ability to plan and prioritise workload.
Technically Proficient in:
Apple Macs and Windows Devices: hardware and operating systems
Productivity, Email, and Collaboration Platforms: Exchange Online, Office 365, G-Suite Slack, Jira, Zoom
IAM, SSO & MFA: Okta, Duo
Desktop Networking
Core Windows Services: Active Directory, DNS, DHCP
JamfCloud, Intune MDM, SCCM, and Microsoft Autopilot
JIRA Service Desk including ticketing and issue tracking
Desirable:
Microsoft and Apple desktop OS certifications
ITIL certified and project management experience
JIRA for project management & Confluence
ServiceNow
What we offer you
Competitive salary, discretionary annual bonus scheme and Zynga stock allowance
Create next-gen games that will be played and loved by millions of players around the world
Work in a family-oriented, collaborative team that invests in your development and growth on-the-job
A diverse team of friendly, fun and supportive co-workers
Flexible working hours & crunch-free working culture
Communal music and laid-back atmosphere
Summer/Christmas parties and Happy Hour in the studio each Friday
25 days holiday, plus Christmas shutdown
Private medical care and healthcare cash plan
Life insurance and critical illness insurance
Cycle to work scheme
6 months fully paid maternity leave, or 3 months fully paid paternity leave
Annual season ticket loan and cycle to work scheme
We are an equal opportunity employer, and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome job-seekers, players, employees, and partners from all backgrounds to join us!
We will consider all qualified job-seekers with criminal histories in a manner consistent with applicable law.
We are committed to providing reasonable accommodations to qualified individuals with physical or mental disabilities in order to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.