1St / 2Nd Line Technical Support

Full Time Job
1st/2nd Line Technical Support (12 mth FTC)

1st/2nd Line Technical Support (12 mth FTC)

Context:

The Territory Services Analyst is a critical role within the UK IT Operations at SPE, and is responsible for all day to day IT operations, with respect to end-user computing across all UK Lines of Business. The role provides first, second and third level support as required, in alignment and partnership with the UK Territory Services Manager.

Reporting to the UK Territory Services Manager, this position is responsible for day to day user support, provisioning and maintenance across various platforms including, but not limited to, PC, Mac, Mobile, MS client applications. The role works in close partnership with SPE's Global Service Desk (GSD) as well as the other technical support groups within EMEA, in order to provide a first-class level of customer service.

The Territory Services Analyst will, at times, be required to provide off-site technical support (e.g. to SPE managed TV Production companies which operate in a temporary remote production location). This role will also work as part of a project team as necessary to help implement IT infrastructure projects, under the direction of the UK Territory Services Manager and IT Infrastructure project teams.

Out-of-hours working will be required at times, in order to fulfil client support & provisioning activities.

The role is required to work closely and collaboratively with other functions within the Regional IT organization, such as Networks and Helpdesk in terms of day-to-day operations.The role also requires close working and collaboration with the regional IT Business Relationship Management teams to ensure that service delivery is aligned with business application requirements. In addition to this the role will work very closely with the EMEA IT Territory Services team in order to help ensure adherence to standards and controls. As such, this role would be required to build trusting relationships with all IT colleagues and peers.

Core Responsibilities

Operations (90%)
• Ensure the delivery of end user computing services and support as per pre-defined SLA/KPI's, relevant to the UK operation
• Manage and ensure all day-to-day operations are executed and completed within the operation guidelines, policies and processes
• End-user Incident triage and identification of root cause, at both hardware/software level
• Client software patching and automated software distribution
• Client image deployment
• Response to, and remediation of, security related vulnerabilities
• Contribute to a team working towards continuous operational improvement with respect to end-user computing, operations and IT service delivery
• Ensure relevant documentation is developed and maintained
• Participation in IT Change Control and Incident Management processes
• Help maintain the regional client inventory through CMDB processes

Projects (10%)
• Contribute to the development and maintenance of project plans
• Carry out project related activities under the direction of a project manager

Knowledge, Skills and Abilities required:
• Extensive hands-on recent experience of working with the following technologies:

- Microsoft/Apple Client Operating Systems and related Microsoft products

- Desktop security solutions including, but not limited to, Mcafee A/V and HIPS

- Desktop imaging tools & methodologies

- Client Encryption tools & methodologies, including Bitlocker

- End user computing hardware troubleshooting and break/fix
• A solid understanding of automated software package creation and distribution
• A solid understanding of Active Directory
• A solid understanding of Apple OS X
• A solid understanding of iOS and Android mobile platforms
• Conversant with ITIL processes, such as Incident and Change Management
• Excellent communication and inter-personal skills
• Ability to build excellent working relationships
• Strong organizational and planning skills including the setting of priorities
• Excellent problem management and problem solving skills
• Ability to understand customer needs and expectations, provide excellent customer service
• Ability to make effective tactical decisions under pressure
• Excellent technical problem solving abilities
• Experience of Global, multicultural, and cross-organizational environments
• Ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication behaviors, tools and techniques.
• Experience in the Entertainement industry would be highly desirable!

Core Competencies required for the role:
• Ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication behaviors, tools and techniques.
• Motivated by the passion to exceed expectations and to continuously improve yourself, your team, and your department.
• Able to creatively applying knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organization, operations or process problems.
• Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.
• Knowledge of successful approaches, tools and techniques for dealing with changes and adapting to a changing environment including the ability to manage multiple priorities.
• Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.
• Knowledge of SPE's vision, values, structure, culture, department philosophy, operating principles and commercial strategies
• Knowledge of approaches, tools and techniques for promoting innovative, original thinking and applying it to existing and emerging situations.

Additional Information:

• Position based in Soho, London, United Kingdom

If this sounds like a role you're interested in, we would love to hear from you! Please click the Apply Now button, and we will be in touch with you for the outcome of your application.

Please note that this role is based in the United Kingdom. In order to enable us to meet statutory and regulatory obligations of the United Kingdom immigration system you must have the appropriate immigration permission needed to work and reside in the United Kingdom

Sony Pictures Entertainment is committed to equal opportunity in all its employment practices, policies and procedures. No worker or potential worker will therefore receive less favourable treatment due to his or her race, age, creed, sexual orientation, colour, nationality, ethnic origin, disability, religion, gender, marital status or Trade Union membership (if applicable).

* Sony Pictures - GBR - London