About Sumo Digital, Newcastle

Located in the heart of the Northeast, Sumo Newcastle is a studio with a proven track record of delivering projects to a high standard, specialising in creating new IP with a focus on multi-player action games – including the 2021 release Hood: Outlaws & Legends.

Our team is built around its own unique cultural fit, with a welcoming mix of industry veterans and up-and-coming stars

Technical Support Analyst at Sumo Digital

Reporting to the IT Customer Support Lead but working very closely with the Head of IT Service Delivery, responsibilities will include providing IT support to the Newcastle and Atomhawk studio as well as 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.

As a Technical Support Analyst, you must have a unique blend of technical IT skills and service-based soft skills. You will be an organised multi-tasker who can work in a fast-paced environment. You will have an inquisitive mind that helps you to ask the right questions necessary to diagnose and repair hardware and software issues.

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 the primary point of contact for the studio IT issues and support agreed service levels, standards, and processes from the centralized helpdesk.
  • Provide desktop, laptop, mobile, server and storage support.
  • Setup and configure new authorised end-user devices. Install authorized software in the devices.
  • Process incident and service requests and keep users informed about their ticket status at agreed intervals.
  • Escalate issues which are beyond the employees’ capabilities or resource capacity to senior resources in an effective manner to optimize the quality of service provided.
  • 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 a failed IT service as quickly as possible. If no ad-hoc solution can be achieved, transfer the Incident to the team leader.
  • Manage device backups, diagnose and resolve technical issues when required.
  • Undertake small to medium-sized IT projects as instructed by the team leader.
  • Ensure security and upgrades are applied to authorised end-user devices and kept up to date.
  • Document and maintain all logs for equipment and users. Update the asset management platform when required.
  • Document and maintain all logs for equipment and users. Update the CI and asset management platform when required.
  • Ensure licensing for all software purchased is recorded and maintained in the asset management platform.
  • Prepare documents, meeting materials and correspondence and provide training to end-users as required.
  • Provide the best end-user experience and outstanding support to all internal and external end-users.
  • Tackle any other additional responsibilities as requested by senior management.

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’s in it for you?

Sumo also offers a highly personable benefits package which has something for everyone, no matter where you are in your career.

Financial: Annual bonus, flexible benefits allowance, salary sacrifice pension, benefits hub, payroll giving, an employee referral scheme (up to £3,000), financial/home buying consultations, workplace ISA and other schemes for tech loans, car loan and bicycles.

Work-life balance: Flexible working, 21 free choice days holiday (increasing to 22 with service), bank holidays, birthday day off, a duvet day (increasing to 4 with service), Christmas shutdown (Christmas Eve to New Year) and options to buy or sell up to a week of annual leave*.

Health and Wellbeing: Dental insurance, income protection, life assurance, BUPA private healthcare*, leading EAP programs (remote GP, mental health, physio, nutrition, lifestyle coaching and second opinions (medical)), critical illness cover*, health cash plan*, flexible gym (in-studio or discounts) and funded flu vaccines/eye tests.

Personal Development: Structured My Development pathway, regular appraisals, annual salary reviews, access to Udemy learning platform, 5+ learning days per annum (1 can be used as a volunteer day), award-winning L&D team and yearly attendance to the Sumo Developers Conference ( ).

Extra Perks: A variety of in-studio perks, regular care packages, studio days out (family welcome), studio-led social activities (game jams, yoga, quizzes, life drawing and more), sabbaticals (at 10 years’ service) and an annual gaming subscription.

*These benefits are part of our flexible benefits options and are opt in selections.

Inclusion and Belonging at Sumo Digital:

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.

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.

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.

Our charitable and community initiatives provide support for meaningful causes that matter to our employees, clients and partners.

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.

Tagged as: Customer Support, Licensing, Management, Service Delivery, Technical Support, User Devices

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