Technical Support Analyst

Sumo Digital

  • Sheffield
  • Contract
  • Full-time
  • 13 days ago
About Sumo DigitalAt 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 SummaryWe'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.
Skills & ExperienceEssential:
  • 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 DigitalAt 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.

Sumo Digital