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- Tasks: Provide IT support, troubleshoot issues, and manage user requests in a dynamic gaming environment.
- Company: Join Sumo Digital, a leader in creating unforgettable gaming experiences since 2003.
- Benefits: Enjoy flexible working, generous holidays, private healthcare, and a range of tailored benefits.
- Why this job: Be part of a creative team that values diversity and fosters a supportive culture.
- Qualifications: Experience in IT support, strong knowledge of Microsoft 365, and excellent communication skills required.
- Other info: This is a 12-month fixed-term contract with opportunities for growth and learning.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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About Sumo Digital
At Sumo Digital, we’ve been passionate about creating unforgettable gaming experiences that entertain and bring people together since 2003. From award-winning titles to genre-defining adventures, we thrive on creativity, innovation, and the joy of play.
About Sumo Digital
At Sumo Digital, we’ve been passionate about creating unforgettable gaming experiences that entertain and bring people together since 2003. From award-winning titles to genre-defining adventures, we thrive on creativity, innovation, and the joy of play.
With just under 1,000 talented team members across studios in the UK, Czech Republic, North America, and India, collaboration is at the heart of everything we do. Our experience in full development, co-development and development services has made us an industry leader in providing end-to-end game dev solutions to some of the worlds biggest names in gaming. We believe the best games are made when diverse, passionate people come together to share ideas and build something amazing.
Great games need great support, and our central Finance, Marketing, IT, and People teams offer the opportunity to work in a flexible, supportive working environment, with industry leading benefits, where your creativity and career can thrive.
Please note, this position will be offered on a 12 month fixed term contract basis in the first instance.
Role Summary
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 Sheffield 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, Newcastle and Leamington Spa). 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.
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.
Key Responsibilities
- Serve as the primary point of contact for studio IT issues, ensuring alignment with agreed service levels, standards, and processes through the centralized helpdesk.
- Provide expert support for desktops, laptops, mobile devices, including diagnosis, repair, and lifecycle management of desktop hardware.
- Set up and configure authorized end-user devices and install approved software in accordance with organizational standards.
- Demonstrate proficiency with Microsoft 365 (O365) and Entra ID (formerly Azure Active Directory), including user account administration, license management, and application support.
- Process service requests and proactively communicate incident updates to users at defined intervals.
- Escalate issues that exceed local capacity or expertise to senior technical staff to maintain service quality and resolution timelines.
- Actively contribute to initiatives that enhance the effectiveness and reliability of IT services.
- Log, classify, and initiate resolution efforts for reported incidents; escalate unresolved issues to IT management as necessary.
- Ensure timely application of security patches and upgrades to all authorized end-user devices.
- Maintain detailed documentation of equipment and user activity, updating asset management systems as needed.
- Track, record, and manage software licensing in accordance with organizational compliance standards within the asset management platform.
- Prepare documentation, meeting materials, and correspondence.
- Deliver outstanding support and a high-quality user experience for both internal and external stakeholders.
- Carry out additional responsibilities and tasks as assigned by senior management.
Essential
Skills & Experience
- Proven experience in an IT support or service desk role.
- Strong knowledge of Microsoft 365 applications and services.
- Experience with Entra ID / Azure Active Directory (user and license management).
- Familiarity with desktop and laptop hardware troubleshooting.
- Proficiency with ITSM tools for ticket logging and resolution tracking.
- Understanding of SLAs and service-oriented support delivery.
- Excellent communication and documentation skills.
Desirable
- Experience with IT process automation or scripting.
- Knowledge of software deployment and device compliance tools.
- ITIL Foundation certification or equivalent desirable.
What’s in it for you?
At Sumo, you’re in control of your benefits, tailored to support your lifestyle, wellbeing, and growth.
- Discretionary bonus scheme, pension, referral rewards, flexible benefits*, and savings on tech, bikes, and more.
- Flexible working, generous holidays, birthday & duvet days, Christmas break, and sabbaticals.
- Private healthcare*, dental*, EAP, life cover, and wellness support.
- Learning days, volunteer time, structured growth, and regular reviews.
- Studio socials & events and a gaming subscription.
- Optional via our flexible benefits platform.
Inclusion and Belonging at Sumo Digital
At Sumo Digital, we believe that when people feel supported, valued, and empowered, they create their best work and that’s what drives our success.
We’re committed to building a sustainable, people-first business where everyone can thrive. Our focus is on nurturing talent, fostering creativity, and creating a healthy, inclusive, and enriching environment where everyone feels they truly belong.
PRISM, our employee-led diversity group, champions inclusion, equity, and wellbeing across all our studios. It plays a vital role in shaping a culture where every voice is heard, every background is respected, and every team member feels safe, welcome, and represented.
We’re proud to support meaningful causes through our charitable and community initiatives-reflecting the passions and values of our people, partners, and players.
We’re actively working to improve diversity in our recruitment and career development processes, and we encourage individuals from underrepresented and marginalised communities to explore careers at Sumo Digital.
Together, we’re building a studio where everyone can grow, contribute, and feel proud to be part of something special.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Contract
Job function
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Job function
Information Technology
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Industries
Computer Games
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Technical Support Analyst employer: Sumo Digital Ltd
Contact Detail:
Sumo Digital Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Familiarise yourself with Sumo Digital's games and their development process. Understanding the company's culture and the types of projects they work on will help you tailor your conversations during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical skills, especially around Microsoft 365 and Entra ID. Being able to discuss specific troubleshooting scenarios or improvements you've made in previous roles can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Sumo Digital. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company and potentially lead to a referral, which can significantly boost your chances of landing an interview.
✨Tip Number 4
Prepare for situational questions that focus on customer service and problem-solving. Think of examples from your past experiences where you successfully resolved IT issues or improved user satisfaction, as these will resonate well with the hiring team.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Technical Support Analyst position at Sumo Digital. Tailor your application to highlight relevant experience and skills that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in IT support or service desk roles. Mention specific examples of troubleshooting desktop hardware, managing tickets, and supporting Microsoft 365 and Entra ID environments.
Showcase Your Skills: Clearly outline your technical skills, especially those related to Microsoft 365 applications, Entra ID, and ITSM tools. Use bullet points for clarity and ensure you provide evidence of your proficiency in these areas.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for gaming and technology. Explain why you want to work at Sumo Digital and how your values align with their commitment to creativity and collaboration.
How to prepare for a job interview at Sumo Digital Ltd
✨Know Your Tech
Brush up on your knowledge of Microsoft 365 and Entra ID. Be prepared to discuss how you've used these tools in previous roles, as well as any troubleshooting experiences you have had with desktop hardware.
✨Showcase Your Customer Service Skills
As a Technical Support Analyst, you'll need to demonstrate a strong customer service focus. Prepare examples of how you've successfully resolved user issues in the past and how you ensure a high-quality user experience.
✨Understand SLAs and IT Processes
Familiarise yourself with Service Level Agreements (SLAs) and how they impact IT support. Be ready to explain how you manage tickets to meet these standards and improve processes.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about common IT issues and how you would approach resolving them, including escalation processes when necessary.