AVAILABLE POSITIONS Senior IT Support Technician

Position Overview

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.  Please contact us at AccommodationRequest@zynga.com to request accommodation associated with your application for an open position.

#LI-JN2

Zynga does not  engage in financial exchanges during the recruitment or onboarding process. We do not conduct job interviews over third-party messaging apps such as Telegram, WhatsApp or others. We will never ask you for your personal or financial information over unofficial chat channels. Our in-house recruitment team only contacts individuals via official company email addresses (i.e., via a zynga.com or naturalmotion.com email domain).

If you believe you have been the victim of a scam, you may wish to contact the authorities. In the United States, you may file a complaint with the FBI. More information is available here: https://www.ic3.gov.

Careers Category: IT, Development Operations & Security

Careers location: London, UK

Connected Worker Type: Onsite

Requisition ID: P211519

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Zynga does not engage in financial exchanges during the recruitment or onboarding process. We do not conduct job interviews over third-party messaging apps such as Telegram, WhatsApp or others. We will never ask you for your personal or financial information over unofficial chat channels. Our in-house recruitment team only contacts individuals via official company email addresses (i.e., via a zynga.com or naturalmotion.com email domain).

If you believe you have been the victim of a scam, you may wish to contact the authorities. In the United States, you may file a complaint with the FBI. More information is available here: https://www.ic3.gov