Junior Technical Support Analyst

About Sumo Newcastle

We build ground-breaking games and content for some of the world’s biggest publishers including Microsoft, Sony, Apple and Sega. Sumo Newcastle joined the Sumo Digital family in January of 2018. As a former CCP Games studio, we have a solid history of cutting-edge development, and now with Sumo, a spectacular future of ‘AAA’ game development for some of the biggest and best publishers in the world.

It’s an exciting time to be part of Sumo, winners of the Develop: Star Awards 2019 Best Studio and GI Biz 2020 Best Places to Work; big things are on the horizon and we want you to be part of our continued journey.

Sumo Newcastle is made up of a diverse mix of fantastic and talented people, and we embrace all the elements that make our team unique! We are an inclusive studio and welcome applications from all qualified applicants of any background, regardless of race, age, disability, gender identity or neurodiversity.

About this role

Reporting to the Head of Service Delivery working closely with the local studios, responsibilities will include providing IT support to the Newcastle studios and the wider Sumo group. The role offers excellent potential for further training and the opportunity to work in a highly creative and fast paced videogame development studio. The role will involve out of hours support when required. 

In this role you will

  • Be the primary point of contact for the studio IT issues and support agreed service levels, standards, and processes from the centralized helpdesk. 
  • Provide desktop, laptop and mobile support. 
  • Setup and configure new authorised end-user devices. Install authorized software in the devices. 
  • Process service requests and keep users informed about their incidents' status at agreed intervals. 
  • Escalate issues which are beyond the employees' capabilities or resource capacity to senior resources in an effective manner to optimize the quality of service provided. 
  • Identify and take part in initiatives to improve the quality of the technological service. 
  • Register and classify received incidents and undertake an immediate effort to restore a failed IT service as quickly as possible. If no ad-hoc solution can be achieved, transfer the Incident to the team leader. 
  • Ensure security and upgrades are applied to authorised end-user devices and kept up to date. 
  • Document and maintain all logs for equipment and users. Update the CI and asset management platform when required. 
  • Ensure licensing for all software purchased is recorded and maintained in the asset management platform. 
  • Provide the best end-user experience and outstanding support to all internal and external end-users. 
  • Deal with new starter and leaver requests which include account creation and hardware provisioning.
  • To be successful you will have

  • Some experience of working in an IT Support role 
  • Post secondary education in a relevant field, or equivalent industry experience 
  • Supporting teams remotely 
  • Highly skilled communication, both verbally and digitally, to different disciplines within the studio 
  • Customer service experience, working in fast paced environment where priorities move quickly 
  • What we offer:

    . Defined Annual Bonus Scheme
    . ULEV car scheme
    . Monthly allowance to spend on enhancing benefits        
    . Salary Sacrifice Pension
    . Flexible Working  
    . 21 days free-use holiday
    + your birthday off
    + 5 learning days including 1 volunteer day
    + a duvet day
    + Christmas shutdown from Christmas Eve to New Year
    + Bank Holidays
    + extra allowance accrued for longer service
    . Free dental insurance 
    . Life Assurance 4x Salary
    . Income Protection of 75% for 5 years           
    . Enhanced Mat/Paternity & Adoption pay
    . Employee Assistance Programme:
    . Help at Hand - Remote GP, Mental Health & Physio appointments
    . Free financial & home buying support consultations
    . Cycle to Work Scheme
    . Payroll Giving Scheme
    . Access to 4,000 Udemy Courses
    . Career Development Pathway  
    . Wrap Parties.
    . Project Completion Awards
    . Game/Creative Jams
    . Big Family Events
    . Studio social activities, e.g. running, board games, film, yoga, life drawing…
    . Prism – Sumo’s employee diversity focus group 
    . Free fruit and drinks in our studios
    . Employee Referral Bonus     
    . Relocation Support to the UK
    . Visa Sponsorship

    Where do we stand on diversity?

    At Sumo Digital, we know that diversity and inclusivity will make our teams (and the amazing work that they do) better! We encourage and welcome ALL applications.

    More About The Sumo Newcastle Studio:

    Sumo Digital is one of the UK's most prolific game developers, enjoying over fifteen years of stability and growth. We have UK studios in Sheffield, Newcastle, Nottingham, Leamington Spa, The Chinese Room in Brighton and Red Kite Games in Leeds, along with Sumo Video Games in Pune, India.

    We offer a superb benefits package including generous holidays and flexi-time. We care about our people, with an emphasis on the work/life balance and out of office events such as our legendary annual Sumo ‘Big Day Out’, plus epic Christmas parties and much more! Our regular studio Game Jams are a highlight - winning concepts can go on to commercial release, so far including Snake Pass and Spyder for Apple Arcade.

    We are proud to be in the North-East of England, in our new, purpose-built, state-of-the-art facilities in Riga. Newcastle was voted the number one place that travellers should visit in 2018 by Rough Guide and has everything that a major European city has to offer; culture, heritage, lively bars and fantastic retail. It is an exciting cosmopolitan city while also boasting plenty of beautiful outdoor space including several beaches less than an hour’s drive away.

    Our environment is relaxed, friendly and built on every team member having the opportunity to shine and have real, meaningful input into the games that we create. We pride ourselves on our positive atmosphere and sociable team who regularly partake in shared interest groups, lunchtime and after-work clubs, and charity fundraising events.

    Submit your application

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