IT Support Technician (Tier 3) (Gamedev)

TL;DR

IT Support Technician (Tier 3) (System Engineering): Managing complex end-user challenges and core infrastructure for a global operation with an accent on high-level incident resolution and system stability. Focus on triaging advanced technical issues, maintaining server technologies, and mentoring Tier I and II technicians.

Location: Based in the office for the first 90 days, with options for discretionary hybrid scheduling available afterward.

Company

A global leader in the design and manufacture of miniature wargames and hobby products.

What you will do

• Serve as the highest escalation point within the Global IT Service Desk.
• Triage, track, and document the full lifecycle of advanced incidents through to final resolution.
• Monitor, maintain, and support core systems, hardware, and infrastructure according to security standards.
• Collaborate with Business Systems Analysts and Infrastructure Engineers for specialized backend support.
• Provide targeted training and mentorship to Tier I and Tier II technicians to address skills gaps.
• Participate in the out-of-hours technical response rota to handle critical incidents.

Requirements

• Experience supporting users via an ITSM helpdesk application in an enterprise environment.
• Strong knowledge of Windows Operating Systems, Server Technologies, Active Directory, and Group Policy.
• Robust network troubleshooting skills for routers, switches, firewalls, WAN, and LAN.
• Solid understanding of DHCP, DNS, TCP/IP, VPN, VOIP telephony, and virtualization.
• Experience supporting remote users across varying time zones.
• Experience building and maintaining network images using Windows MDT.

Nice to have

• Experience supporting retail stores, warehousing, and distribution networks.
• Familiarity with Microsoft Office, D365, Google Workspace administration, and VMware.

Culture & Benefits

• 4 weeks’ vacation per year and 12 additional paid public holidays.
• Full health, dental, and eye coverage.
• 401K with a matching 3% contribution.
• Profit share bonus and option to join the Share Save scheme.
• Staff discount between 25% and 50% on company products.