IT Support Specialist III

Get to know The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

Learn more online at corporate.pokemon.com and pokemon.com.

Get to know the role

• Job Title: IT Support Specialist III
• Job Summary: The IT Support Specialist primarily provides Tier 2 end-user support for staff in our London office, but will share in the support of our multiple global locations. This role will assist by identifying, prioritising, and confirming resolution of reported problems with desktop, laptop, networked systems, audio video equipment and desktop applications. The IT Support Specialist will utilise excellent customer service, problem solving, and technical reasoning skills. They also must be able to multitask and organize their work effectively to meet their daily, weekly, and monthly goals.
• People Manager: No

What you’ll do 

• Support onsite and remote staff via IT ticketing system, email and desk-side support. Ensuring they are carried out in a timely manner and in line with contracted KPI’s and SLA’s. Ensure consistent, timely, and effective response for all technical incidents/tickets reported by customers.
• Be an escalation point from Tier 1 analysts for when they can no longer progress a ticket and then escalate further when needed.
• Back up cover for Tier 1 staff to ensure the service desk is manned sufficiently.
• Diagnose and troubleshoot issues with Windows and Mac desktop OS, applications, network connectivity, and hardware malfunctions, Identifies, researches, and resolves complex technical issues.
• Document technical problems, resolutions, and standard operating procedures for all systems related processes.
• Create and manage user accounts and permissions following established processes and procedures.
• Set up and configuration of new hardware assets, including new starters, planned refreshes office expansions.
• Supporting in the maintenance and operation of our meeting and conference room facilities, including video conferencing and audio/video equipment.
• Supports Executive-level/All company events by providing in-room technical support.
• Create and maintain application and system documentation by updating written procedures.
• Observe user needs and system functionality and make recommendations to management.
• Collaboratively assist with special projects, new application, and system deployments.
• Deliver exceptional customer service and technology experiences to all employees across the company.
• Collaborate on and escalate issues with senior IT staff.
• Proactively develops own skills and shares knowledge with the team. Mentor others and improve overall work results.
• Research and implement, keeping up to date with latest technologies to further improve policies, processes, and systems.                

What you’ll bring

• Minimum of three (3) to five (5) years of experience providing technical support in Microsoft Windows and Apple Mac OS environments.
• Bachelor's degree in a related field or a demonstrated equivalent level of applicable experience. ITIL Foundation certification or equivalent is a plus.
• Strong working knowledge of Microsoft Office 365 productivity suite.
• Strong working knowledge of collaboration platforms (Slack) and web conferencing (Zoom)
• Solid experience with Active Directory and MS Azure, including common tools, best practices, and troubleshooting.
• Proficient at installing and troubleshooting hardware and software with modern management tools such as System Center Configuration Manager, MS Intune, and JAMF software platforms.
• Managing configuration and life of mobile devices with MDM platforms such as Intune etc.
• Understanding of networking concepts, including Domain Name Server (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), etc.
• Experience with hardware asset and software license tracking; consistent management of inventory.
• A successful track record of providing excellent customer service and communication to all levels of an organisation.
• A working history of using strong, professional communication skills, both verbal and written, including the skill to articulate, and translate technical language to non-technical customers.
• Experience with 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.

Base Salary Range: For this role, new hires generally start between £35,750.00 - £42,275.00 per year. The full range is £35,750.00 - £53,250.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate’s qualifications and professional experience uniquely.

How you’ll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.  
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve. 
• Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.  
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.

What to expect

• An innovative culture driven by impact, delivering meaningful outcomes.
• Company events that celebrate the spirit of Pokémon.
• Competitive cash-based compensation programs.
• 100% employer-paid healthcare premiums for you.
• Generous paid family leave.
• Employer-paid life insurance.
• Employer-paid 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.
• Hybrid work environment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at accommodationrequest_ta@pokemon.com.