Technology Specialist

Little Dot Studios; Greater London; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Hybrid & flexi-time working

Mental health & wellbeing programmes

Digital nomad policy

Pension contributions

Annual leave

Job summary

Little Dot Studios, based in Shoreditch, seeks a Technology Specialist to join the Tech Operations team. You will deliver world-class tech support, log incidents, manage tickets, and own the lifecycle from logging to resolution in a fast-paced environment.

The role requires customer-facing experience and the ability to handle diverse technologies. You’ll work in a hybrid setup with strong IT security practices and opportunities to mentor others.

Qualifications

• Recent experience in a tech support role, preferably in media or tech business.
• Familiar with macOS, Windows, iOS and Google Workspace.
• Experience with identity platforms and end user device provisioning.

Responsibilities

• Take ownership of support requests; log and update tickets in the service desk.
• Escalate complex problems and keep end users informed throughout resolution.
• Administer identity platforms (Okta) and manage user accounts and access rights.
• Configure and build end user devices for deployment at scale.
• Maintain day-to-day support on laptops, mobiles, tablets and related tech.
• Contribute to Tech Ops knowledge base and documentations.
• Mentor junior staff and foster a collaborative support culture.
• Maintain asset register and ensure equipment availability for loans or replacements.
• Adhere to security and infrastructure policies for data, comms and storage.

Skills

Tech support experience

Customer service

Troubleshooting

Communication

Team player

Tools

Okta

Active Directory

Google Workspace

LAN/WAN/Wireless

TCP/IP

VoIP

Job description

Based in the heart of Shoreditch, we are a multi-platform production company, social media agency, and digital media network who are currently on a quest to find a Technology Specialist to join our Tech Operations team - Is this your next opportunity?

As a Technology Specialist, you will be responsible for providing world class tech support to LDS Group by email or in person. This includes day-to-day responsibilities including logging all incidents, problems and requests raised in the service desk, and proactively managing ticket updates, owning the ticket lifecycle through to resolution. The ideal candidate will be someone who has prior experience in a customer-facing role and can intuitively manage expectations; additionally, the Technology Specialist will need to demonstrate the ability to tackle a range of technologies and personnel in a fast paced, dynamic environment with rapidly changing requirements.

PERKS OF THE JOB

• We are proud to be an award winning, B Corp™ Certified workplace with employee wellbeing at the heart of everything we do.
• We offer hybrid and flexi-time working, mental health and wellbeing programmes, enhanced family leave, interest free financial support and a digital nomad policy that allows you to work from abroad in two one week blocks a year.
• Plus all the usuals such as pension contributions, annual leave and office perks like free lunches, socials, and health treatments!

HOW YOU'LL SPEND YOUR TIME

• Taking ownership of support requests, ensuring they are logged and updated in appropriate systems.
• Escalating more complex problems to the relevant personnel, collaborating effectively and keeping end users updated.
• Conducting administration of identity platforms including Okta to set up user accounts and manage access permissions.
• Configuring and build end user devices in a timely fashion, for deployment at scale.
• Carrying out day to day maintenance, administration and support on end user devices including laptops and mobiles/tablets.
• Contributing to the growing Tech Ops knowledge-base, updating both internal and customer facing documentation.
• Mentoring Junior Technology Specialists and helping to create a supportive, collaborative environment where great tech support happens seamlessly.
• Maintaining asset register and ensure necessary equipment remains available for loans or replacements at short notice.
• Adhering to best practices and policies to ensure effective use of all infrastructure, data, communication and storage systems together with maintaining required security standards.

WHAT YOU NEED TO SUCCEED

Skills matter, experience is useful, attitude is everything.

• Recent experience of working in a tech support role, preferably in a media or tech business.
• Familiar with macOS, Windows, iOS and Google Workspace.
• Familiar with VC and AV Systems.
• Experience of Active Directory, LANs, WANs & Wireless, TCP/IP principles and VoIP.
• Strong troubleshooting skills, particularly around hardware, software and networking.
• Focused and committed to providing excellent customer service and taking pride in managing support requests through to resolution.
• Able to communicate effectively in a variety of settings and styles, getting the message across with the desired effect.
• Enjoys working hard in a fast-paced environment and open to change. Able to shift gears easily and able to learn quickly when facing new problems.
• Able to build rapport quickly with end users from all different levels of the organisation.
• Active listener and empathetic during sensitive interactions, diffusing high-tension situations comfortably.
• Uses time effectively and makes informed judgements on what to prioritise.
• Able to work effectively resourcefully and independently and as part of a team.

LITTLE DOT, BIG IMPACT

We’re probably the biggest studio you didn’t know was fuelling your favourite content. We’ve been one of the top dogs in the digital content space since 2013 (some would say, before its potential was even fully realised). We're proud to work with some of the hottest TV and movie studios, distributors, rights holders, sports federations and brands in the business.

WE ARE COMMITTED

We are committed to fostering a diverse, inclusive, and equitable workplace at Little Dot that reflects our diverse digital audiences and communities we work and live in. We are committed to ensuring every employee feels valued and empowered to contribute their unique perspectives. We welcome candidates of all backgrounds, experiences, and identities to apply to our vacancies, and we strive to create an environment where differences are celebrated, and everyone has equal opportunity to thrive.

USE OF AI IN APPLICATIONS

We value authenticity, and want to get to know you - your thinking, and your originality. While generative AI tools can help refine text, we require your applications to be in your own voice and words. AI cannot be used to generate your responses, and any applications appearing to be entirely AI-generated will not be progressed.

Learn more about us, our values and our commitments please visit our website www.littledotstudios.com for more information.