Junior Technical Support Analyst at Sumo Digital

Job Description

Junior Technical Support Analyst at Sumo Digital

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.

Junior Technical Support Analyst at Sumo Digital

 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.  

Please note that this role is on-site full-time and based out of our studio in Gateshead, Newcastle.

In this role you will

• Be a point of contact for studio IT issues and support agreed service levels, standards and processes from the centralised helpdesk.

• Provide desktop, laptop and mobile support.

• Setup and configure new authorised end-user devices.

• Process service requests and keep users informed about their incidents’ status at agreed intervals.

• Escalate issues which are beyond your capabilities or resource capacity to senior colleagues in an effective manner.

• 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 any failed IT services.

• Ensure security and upgrades are applied.

• Document and maintain logs for all equipment and users while updating the asset management platform.

• Provide the best end-user experience possible with outstanding support to all colleagues.

To be successful you will have

• Some experience of working in an IT support role.

• Ideally post-secondary education in a relevant field, or equivalent industry experience.

• The ability to support teams remotely and in-person.

• A high communication skill level both verbally and digitally.

• Strong customer service experience with the ability to service multiple teams and geographies efficiently.

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     

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.