Technical Support Analyst @ Sumo Digital

Customer Experience & Support (1)

About Sumo Digital, Leamington

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.

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.

Role Summary

We’re looking for a proactive and technically skilled IT Support Technician to join our IT Service Delivery team.

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.

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 & Experience

Essential:

• 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?

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.

My Money: 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!

My Lifestyle: 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*.

My Health and Wellbeing: 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.

My Development: Dedicated learning days and volunteering day.

Extra Perks: 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.

*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.

Technical Support Analyst

Sumo Digital

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