it support specialist for the London office

The Pokémon Company International; Greater London; Hybrid; GBP 35,000 - 56,000; Full time

Benefits offered by this job

Company events

Healthcare premiums fully paid

Pension employer contributions

Family leave

Life insurance

Visa sponsorship potential

Relocation package

LinkedIn Learning

Commuter benefits

Fitness reimbursement

Job summary

The Pokémon Company International in London is seeking an experienced IT Helpdesk Specialist to support onsite and remote staff, resolve incidents, and maintain systems across the global organization.

You will troubleshoot Windows and macOS, manage user accounts, provision hardware, support meeting rooms and executive events, and document procedures. Strong customer service and ITIL knowledge are essential.

Qualifications

• Three to five years of technical support experience in Windows and Mac OS environments.
• Bachelor's degree or equivalent technical qualifications.
• Experience supporting hybrid and remote workforces in a global organization.
• ITIL Foundation certification or equivalent desirable.
• Strong Office 365 knowledge.
• Familiarity with Jira for ticketing and incident tracking.
• Experience with MFA, modern authentication, and basic networking concepts.

Responsibilities

• Provide onsite and remote IT support via ticketing, email, and desk-side assistance.
• Respond to incidents promptly and meet KPIs and SLAs.
• Escalate Tier 1 issues and assist with higher-level problems.
• Troubleshoot Windows, macOS, networking, and hardware issues.
• Document problems, resolutions, and standard operating procedures.
• Manage user accounts and permissions in established systems.
• Provision hardware for new starters and office expansions.
• Support meeting rooms and conference tech, including video equipment.
• Provide in-room IT support for executive-level events.
• Create and maintain system documentation; assist with special projects.
• Mentor teammates and adopt new technologies to improve processes.

Skills

Windows OS

macOS

Customer service

Technical documentation

Jira

Slack

Office 365

VPN basics

Education

Bachelor's degree

Tools

JAMF

MS Intune

System Center Config Manager

Azure AD / Entra ID

Job description

Описание:

The Pokémon Company International manages the Pokémon property outside of Asia, including brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website.

Задачи:

Support onsite and remote staff through the IT ticketing system, email, and desk-side support, meeting contracted KPIs and SLAs Ensure timely and effective responses to technical incidents and tickets Escalate tickets from Tier 1 analysts and elevate issues further when needed Provide backup coverage for Tier 1 staff to maintain service desk coverage Diagnose and troubleshoot Windows and Mac desktop OS, application, network connectivity, and hardware issues, including complex technical issues Document technical problems, resolutions, standard operating procedures, and system-related processes Manage user accounts and permissions according to established procedures Set up and configure hardware assets, including for new starters, planned refreshes, and office expansions Support the maintenance and operation of meeting and conference room facilities, including video conferencing and audio/video equipment Provide in-room technical support for executive-level and company-wide events Create and maintain application and system documentation by updating written procedures Observe user needs and system functionality and make recommendations to management Assist collaboratively with special projects, new applications, and system deployments Deliver customer service and technology experiences to employees across the company Collaborate with senior IT staff and escalated issues to them Develop personal skills, share knowledge with the team, and mentor others to improve work results Research and implement current technologies to improve processes and systems

Требования:

Three to five years of technical support experience in Microsoft Windows and Apple Mac OS environments A bachelor's degree in a related field, or equivalent applicable technical qualifications or professional experience Experience supporting hybrid and remote workforces in a global organization ITIL Foundation certification or equivalent Strong working knowledge of Microsoft Office 365 Working knowledge of macOS and experience supporting Apple devices through JAMF or an equivalent MDM platform Strong working knowledge of Slack and web conferencing platforms such as Zoom Experience administering user identities and access through Microsoft Entra ID (Azure AD) Experience supporting MFA, Conditional Access, and modern authentication methods Proficiency installing and troubleshooting hardware and software using modern management tools such as System Center Configuration Manager, MS Intune, and JAMF Experience managing mobile device configurations and lifecycles through MDM platforms such as Intune Exposure to endpoint security technologies such as Microsoft Defender, CrowdStrike, or equivalent Understanding of networking fundamentals, including DNS, DHCP, TCP/IP, and VPN technologies Experience tracking hardware assets and software licenses and managing inventory A track record of excellent customer service and communication at all organizational levels Strong professional verbal and written communication skills, including the ability to explain technical concepts to non-technical customers Experience using ticketing systems such as Jira Understanding of ITIL best practices for incident, problem, and change management Demonstrated willingness to learn new technologies through self-study and formal training Right to work in the UK is required for roles in the United Kingdom

Условия:

• 12-Month fixed-term contract
• New hires generally start at £35,000.00 - £43,500.00 per year; the full range is £35,000.00 - £56,000.00 per year
• Company events celebrating Pokémon
• Competitive cash-based compensation programs
• 100% Employer-paid healthcare premiums
• Generous paid family leave
• Employer-paid life insurance and long- and short-term income protection insurance
• US employees: 401k employer matching
• UK/IRE/MX employees: pension employer contributions
• Fitness reimbursement
• Commuter benefit
• LinkedIn Learning
• Comprehensive relocation package for certain roles
• For roles in the UK, the company may be able to arrange a visa in some cases