Full Time Job

IT Support Administrator


London, United Kingdom 08-16-2022
  • Paid
  • Full Time
Job Description
Why PlayStation?

Role: IT Support Administrator

Role Overview:

'SIE IT Service & Support – Europe' provides support services to the European user base. The broad computing environment runs Microsoft Windows as the core operating system for desktops, laptops and thin clients, integrated with Active Directory and Microsoft Windows Servers.

In addition, the team supports an expanding Apple Mac environment running MacOS on Apple iMac's and MacBook Pro's. As part of this expansion, Apple devices are enrolled under central management using JAMF Pro.

The IT Support team fills a key role within the IT Service & Support function. The objective is to ensure Tier 2 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to the direction set by SIE IT.

The role principally focusses on the provision of technical support of systems and services to the internal user base and other SIEE IT customers. The IT Support Admin will work in a team of 10+ (across the European offices) and have shared responsibility for maintaining working standards and robust processes.

The wider team is responsible for request fulfilment and incident resolution of systems and services beyond the remit of the Global IT Service Desk, with some involvement in the progression of other functions including service readiness, knowledge management etc.

Core team objectives include:
• delivery of Tier 2 IT support to the internal SIEE business
• proactive alignment with technical direction provided by Operational / Technical / Project teams
• coordination of Service Readiness activities to ensure projects move seamlessly into the support environment
• asset management responsibilities
• maintained focus on continual service improvement
• meeting room audio and video conferencing support
• maintenance of knowledge repositories

What you'll be doing:
• Progression of Service Requests in accordance with policy and with a focus on customer service
• Proactive Incident resolution within SLA, working closely with 3rd line resolver groups
• Operational readiness activities for projects and new services transitioning to BAU support
• Security awareness in line with Global Information Security Policy and Global Information Security Standards
• Active participation in weekly team meetings and commitment to the global IT organisation
• Project support as required
• Workload and ticket/queue management
• Shared responsibility for the maintenance of knowledge articles
• Promote teamwork and knowledge sharing

What we are looking for:
We're looking for someone with a dynamic and proactive approach to IT support; someone who can communicate effectively to Leadership, working autonomously and confidently within the agreed global practice and procedures.
• Commitment to next-level response times
• Exceptional customer service with a focus on Employee Experience
• Efficient issue resolution, prioritising business continuity
• Proven business acumen resulting in the ability to identify priorities and act accordingly

If you love working in IT, are comfortable working with all levels of the business and are highly self-motivated, this could be the role for you!

• Proven Tier 1&2 support experience within an enterprise environment
• Good working knowledge of Microsoft Windows 10 enterprise
• Good working knowledge of MacOS within corporate environments (desirable)
• Good working knowledge of the Microsoft Office Suite for Windows and MacOS
• Microsoft Outlook, Exchange and O365
• Ivanti (LANDesk), Apple Device Central Management (MDM/JAMF Pro experience ideal)
• Intermediate networking skills (TCP/IP, basic understanding of network topology including wireless protocols, switches, routers etc).
• Firm grasp of 'Group Policy' concepts e.g. order of processing, enforcing, restriction identification
• Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH

• Exceptional customer service and support focus
• Good negotiating and interpersonal skills
• Proven commitment to troubleshooting, diagnostics and root cause analysis
• Ability to foster and maintain cooperation and communication at all levels of an organisation
• Understanding of Project Management, Agile methodologies, PMO functions and Service Transition

• Microsoft certification such as Win10 MCP MCITP, MCTS
• Apple certifications for MacOS such as ACSP ACTC

• Discretionary bonus opportunity
• BUPA Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers
• Free eye test and glasses voucher
• Cycle to work scheme
• Employee Assistance Programme
• Competitive Pension

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

Jobcode: Reference SBJ-gwvk02-44-210-237-158-42 in your application.

Company Profile

Recognized as a global leader in interactive and digital entertainment, Sony Interactive Entertainment (SIE) is responsible for the PlayStation® brand and family of products and services.