sumo digital leamington

Technical Support Analyst

Sumo Leamington, established in 2019, seeks a proactive and technically skilled IT Support Technician for a 12-month fixed-term contract. Based in Leamington, this role involves providing primary IT support, resolving user issues, managing Microsoft 365 and Entra ID environments, and contributing to IT initiatives across various studios. The ideal candidate will excel in desktop hardware troubleshooting, ticket management, and process improvement, with a strong focus on customer service and continuous learning.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About Sumo Digital, Leamington</h2><p class="my-4 text-gray-700 leading-relaxed">Sumo Leamington was established in March 2019, and is managed and operated by a team of industry veterans with deep experience of service-based games. Our vision statement is quite simply 'we make you look forward to tomorrow'; a vision to make games which players will keep coming back to - day after day, year after year.</p><p class="my-4 text-gray-700 leading-relaxed">We also believe that by putting people and purpose first, our studio culture is one that drives performance, boasts enthusiasm, and is something that the team are proud to say they are part of.</p><p class="my-4 text-gray-700 leading-relaxed">Please note, this position will be offered on a 12 month fixed term contract basis in the first instance.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Role Summary</h2><p class="my-4 text-gray-700 leading-relaxed">We’re looking for a proactive and technically skilled IT Support Technician to join our IT Service Delivery team on a 12-month fixed-term contract. Based in our Leamington studio but providing support to other studios across the group (some ad-hoc travel may be required dependent on business and studio needs, local studios: Sheffield, Nottingham, Leeds and Newcastle). You will act as the primary point of contact for IT support needs, resolving user issues, supporting Microsoft 365 and Entra ID environments, and contributing to strategic IT initiatives.</p><p class="my-4 text-gray-700 leading-relaxed">The ideal candidate will be confident in troubleshooting desktop hardware, managing tickets to SLA, and driving improvements in both processes and user experience. This is a hands-on role with a strong customer service focus, perfect for someone passionate about operational excellence and continual learning.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Key Responsibilities</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Serve as the primary point of contact for studio IT issues, ensuring alignment with agreed service levels, standards, and processes through the centralized helpdesk.</li><li class="leading-relaxed">Provide expert support for desktops, laptops, mobile devices, including diagnosis, repair, and lifecycle management of desktop hardware.</li><li class="leading-relaxed">Set up and configure authorized end-user devices and install approved software in accordance with organizational standards.</li><li class="leading-relaxed">Demonstrate proficiency with Microsoft 365 (O365) and Entra ID (formerly Azure Active Directory), including user account administration, license management, and application support.</li><li class="leading-relaxed">Process service requests and proactively communicate incident updates to users at defined intervals.</li><li class="leading-relaxed">Escalate issues that exceed local capacity or expertise to senior technical staff to maintain service quality and resolution timelines.</li><li class="leading-relaxed">Actively contribute to initiatives that enhance the effectiveness and reliability of IT services.</li><li class="leading-relaxed">Log, classify, and initiate resolution efforts for reported incidents; escalate unresolved issues to IT management as necessary.</li><li class="leading-relaxed">Ensure timely application of security patches and upgrades to all authorized end-user devices.</li><li class="leading-relaxed">Maintain detailed documentation of equipment and user activity, updating asset management systems as needed.</li><li class="leading-relaxed">Track, record, and manage software licensing in accordance with organizational compliance standards within the asset management platform.</li><li class="leading-relaxed">Prepare documentation, meeting materials, and correspondence.</li><li class="leading-relaxed">Deliver outstanding support and a high-quality user experience for both internal and external stakeholders.</li><li class="leading-relaxed">Carry out additional responsibilities and tasks as assigned by senior management.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Skills & Experience</h2><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Essential:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Proven experience in an IT support or service desk role.</li><li class="leading-relaxed">Strong knowledge of Microsoft 365 applications and services.</li><li class="leading-relaxed">Experience with Entra ID / Azure Active Directory (user and license management).</li><li class="leading-relaxed">Familiarity with desktop and laptop hardware troubleshooting.</li><li class="leading-relaxed">Proficiency with ITSM tools for ticket logging and resolution tracking.</li><li class="leading-relaxed">Understanding of SLAs and service-oriented support delivery.</li><li class="leading-relaxed">Excellent communication and documentation skills.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Desirable:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience with IT process automation or scripting.</li><li class="leading-relaxed">Knowledge of software deployment and device compliance tools.</li><li class="leading-relaxed">ITIL Foundation certification or equivalent desirable.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What’s in it for you?</h2><p class="my-4 text-gray-700 leading-relaxed">Sumo understands the importance of having control over your benefits. That's why we offer a flexible, personalised benefits package designed to meet your unique needs, no matter where you are in your career.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">My Money:</h3><p class="my-4 text-gray-700 leading-relaxed">Defined Annual Bonus scheme, flexible benefits allowance (to purchase add-on benefits marked*), salary sacrifice pension, employee referral scheme (up to £1,000), financial/home buying consultations, workplace ISA and other schemes for tech loans, cars, bicycles and much more!</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">My Lifestyle:</h3><p class="my-4 text-gray-700 leading-relaxed">Flexible working, 21 free choice days holiday, bank holidays, birthday off, a duvet day raising to 4 with service, Christmas shutdown (Christmas Eve to New Year), options to buy or sell +5/-5 days annual leave*.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">My Health and Wellbeing:</h3><p class="my-4 text-gray-700 leading-relaxed">Dental insurance*, income protection, life assurance, BUPA private healthcare*, leading EAP programs (Remote GP, Mental Health and Physio appointments), critical illness cover*, health cash plan* and funded flu vaccines/eye tests.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">My Development:</h3><p class="my-4 text-gray-700 leading-relaxed">Dedicated learning days and volunteering day.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Extra Perks:</h3><p class="my-4 text-gray-700 leading-relaxed">A variety of in-studio perks, regular care packages, regular studio days out (family welcome), studio-led social activities (game jams, yoga, life drawing and more), sabbaticals (at 10 years service) and an annual gaming subscription.</p><p class="my-4 text-gray-700 leading-relaxed">*These benefits are part of our flexible benefits options and are opt-in selections.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Inclusion and Belonging at Sumo Digital:</h2><p class="my-4 text-gray-700 leading-relaxed">We are dedicated to growing a sustainable business that provides security to our people while delivering a first-class experience to our partners and players.</p><p class="my-4 text-gray-700 leading-relaxed">As a people business, the success of our people is the success of our company. We prioritise taking care of them with a focus on supporting them, nurturing their talent and providing a healthy, friendly, enriching, creative and safe environment in which to work.</p><p class="my-4 text-gray-700 leading-relaxed">Sumo's employee diversity group, PRISM, exists to promote diversity, inclusion, equity, equality & wellbeing across the company and plays a key role in Sumo's ongoing goal of fostering environments where all employees feel safe, welcome & represented.</p><p class="my-4 text-gray-700 leading-relaxed">Our charitable and community initiatives provide support for meaningful causes that matter to our employees, clients and partners.</p><p class="my-4 text-gray-700 leading-relaxed">We continue to work to improve diversity in our recruitment and promotion processes, and to actively encourage people from marginalised groups to consider a career in the games industry.</p>

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Technical Support Analyst

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