IT Support Specialist London, England
Job description
Reports To: Head of IT, UK
Location: London, UK
Lionsgate is a leading global filmed entertainment studio and is a major producer and distributor of motion pictures, home entertainment, television programming, video on demand and digitally delivered content and is at the forefront of driving growth from digital platforms.
The IT Support Specialist’s role is to provide user-facing first and second line IT support within the London office and work closely with the International Lionsgate IT Team on projects to continually improve processes and implement IT solutions. Undertake the day-to-day administration of IT systems and services within the organisation.
Key responsibilities include
To take ownership of first and second-line IT support and service requests focusing on resolving incidents effectively and escalating to third line support when necessary
To identify and report faults internally and to third party companies, where appropriate, and manage the issue resolution. Ensure the faults are resolved to subject to SLAs
Enter and manage internal support tickets through to resolution
Provision of hardware and software resources to users
Deploy patches and updates of software/firmware
Manage configuration changes to ensure they are implemented effectively and whilst minimising disruptions, ensuing there are contingency plans in place for recovery
Cross-collaboration on larger projects directed by board members and the support of departments within the organisation
Formulate and devise specifications, project plans and project documentation for the implementation of IT projects. Undertake and manage the implementation of those projects to ensure that they are delivered on time
Communicate effectively with users during the implementation and release of new systems whilst managing any potential impacts
Network analysis, security and information assurance, IT audits, web and database administration
Enforce corporate IT policies, procedures and standards and escalate any breaches or non-compliance. Promote best practice for end-user security awareness
Manage IT assets to ensure that records are maintained and updated and that they can be reconciled with the company asset register
Manage suppliers and contractors in delivering IT products and services. Procurement of goods and services and subsequent payment processes. Monitor costs for budgeting purposes.
Train and instruct staff individually or in groups and equip them with the skills, knowledge, and confidence to make effective use of IT systems and services. Ensure user support is aligned to the differing levels of skills and ability
Key Skills Required
Ability to demonstrate significant experience in a corporate IT support role, preferably within the media industry
Ability to demonstrate relevant experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 10.10+, Windows 10) including mobile devices running Apple iOS
Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, mobile phones and peripherals
Relevant experience working with various collaboration suites (e.g. Office 365/Teams/Webex)
Experience of in a customer facing role providing customer service
Able to work independently and as part of an established team
Good basic literacy and numeracy skills
Ability to work collaboratively and use initiative
Practical and logical approach to work
The ability to cope under pressure and stay calm
Proficient in the following: Microsoft Office365 Administration, Teams, Intune, Microsoft Windows, MacOS, iOS, CISCO Telephony, CITRIX, SAP, Jamf, DUO, Box, Okta, Tanium, Mimecast, Druva, ServiceNow, Monday.com
Our objective is to source candidates who demonstrate our global values
– Resourcefulness – We redefine what is possible.
– Innovation – We challenge the status quo in order to foster bold thinking and outcomes.
– Collaboration – We connect people and ideas to ensure all voices are heard.
– Inclusiveness – We pursue and embrace diverse talent and perspectives.
– Empowerment – We equip and entrust our people to cultivate growth and advance our mission. Integrity – We respect all individuals and honour our commitments to one another.
