Sports Interactive: Technical Support Engineer (FTC)

QA Engineer is needed in United Kingdom.

Sports Interactive is looking for a Technical Support Engineer. This job was crawled from the web:

Location Stratford (London), UK
Contract: 2 Year FTC

We are looking for a bright, enthusiastic, hardworking Technical Support Engineer with a genuine passion for technology and hardware and the desire to mentor and upskill a Service Desk team. You will be supporting a studio with over 300 team members. You will need to be experienced in resolving end-user computing issues. The role is based in our Studio, but you will support and deliver solutions to users working at home across the UK and globally. You will be exposed to the latest technologies and participate in implementing new systems and processes that improve team efficiency. You will be required to deliver on projects as outlined in the IT Strategic roadmap. In addition, you will be working closely with a technically accomplished Engineering and DevOps team. This is an opportunity to work in a high-performing and customer-focused IT team.

Key Responsibilities

• Provide end-to-end technical support from first line to second-line issues and requests.
• Diagnose hardware and application issues, providing workarounds until a permanent resolution is established.
• Assist with the building, imaging, configuration, maintenance, and repair of computers onsite in the office and remotely
• Assist in the onboarding process of new starters, ensuring that all PCs, laptops, software, peripherals, and accounts are working on the first day
• Maintain the device management solutions for both Apple Mac and Windows, ensuring they are kept up-to-date and functioning properly
• Procure, configure and maintain a suite of smartphone and tablet devices for QA testing, ensuring details are accurate on the asset register
• Ensure that all desktops and laptops are patched to the appropriate levels and report on progress monthly
• Liaise with vendor support teams on troubleshooting hardware and applications that are out of the scope of the IT team
• Support and advise the Junior Service Desk team members in administration, maintenance of desktop and user applications
• Be the escalation point for complex issues from the Service Desk team and, where appropriate escalate incidents quickly to the relevant internal IT Team and 3rd party vendors
• Undertake small to medium-sized IT Projects that contribute to the efficiency of the IT Team and add value to the studio
• Create and maintain accurate IT checklists and other documentation
• Record, prioritise, assign and manage IT requests and incidents made to Sports Interactive IT Service Desk system
• Manage the studio teams’ expectations and communications throughout the lifecycle of each ticket
• Provide a high level of customer service
• Assist in setting up IT/AV equipment for studio live events

Knowledge, Skills, and Experience

• 3+ years’ experience working in an IT Support Role
• A logical approach to solving incidents
• A desire to resolve issues as quickly as possible
• Self-motivated and gains satisfaction from providing excellent customer service
• Desire to mentor and upskill a Service Desk Team
• Strong Apple MAC O/S expertise
• Strong Microsoft Operating Systems expertise
• Microsoft Office Suite of Applications -Word, Excel, Outlook and PowerPoint
• MDM solutions for Apple Mac and Windows
• Active Directory and O365 user administration
• Good understanding of PC components and the latest hardware
• A strong willingness to learn
• The ability to work well within a team
• The ability to work efficiently under pressure
• The ability to prioritise tasks based on a variety of factors

Desirable Experience

• Atlassian products, JIRA, Confluence and Trello
• Source control software, Perforce Helix Core and Git
• O365, including Exchange Online, Teams and OneDrive
• Microsoft Azure cloud environment
• Linux
• PowerShell scripting
• CI/CD tools, e.g. Jenkins, TeamCity

In what capacity are you hiring?
On behalf of another company

Where are you in the hiring process?
I’m ready to make a paid hire

Would you like to state a preference for hiring from underrepresented group(s)?
No preference

Where did you find Twine?
You contacted me

Is this an independent one off job, or part of a larger project?
Part of a larger ongoing project

For what period of time will the freelancer be needed?
Long term