About the Job
Games Workshop has an exciting opportunity for a proactive and resourceful Tier 3 IT Support Technician to join our Global IT Team. If you want to take ownership of our most complex end-user challenges, keep our core systems running smoothly, and play a key role in supporting our staff across a highly distributed global operation, then this could be the perfect role for you.
Passionate about technology and delivering time-sensitive solutions, you will serve as the highest escalation point within the Service Desk. You will be responsible for triaging, tracking, and documenting the full lifecycle of advanced incidents through to final resolution, working alongside our Business Systems Analysts and Infrastructure Engineers when problems require specialized backend support. You will monitor, maintain, and support our core systems, hardware, and infrastructure to ensure everything aligns with security standards and meets our service level targets. Taking a proactive approach, you will identify opportunities for continuous improvement and handle administrative support duties as requested by the IT Manager. You will also participate in the out-of-hours technical response rota to handle critical incidents and minimize business disruption.
Collaborative and dependable, we will look to you to help deliver key service initiatives, operational changes, and technical project workstreams. Your structured approach will be key as you contribute significantly to our technical knowledge library, provide targeted training and mentorship to Tier I and Tier II technicians to address skills gaps, and assist with Major Incident management as needed.
Organized and independent, you will have the autonomy to manage your own tasks and solve complex problems with minimal supervision. You will take real pride in managing the expectations of our users in a positive way, providing consistent updates, and maintaining an excellent standard of customer service. Above all, you will approach your work with a strong sense of urgency and accountability, ensuring tasks are completed accurately and safely while upholding the Games Workshop culture of protecting the well-being of our staff and communities.
To be successful in this role, you will need to be resourceful to clearly see problems and solve them quickly, while always looking for ways to improve. Having experience supporting users via an ITSM helpdesk application in an enterprise environment, including experience supporting remote users across varying time zones, is vital to this role. You will need a strong knowledge of Windows Operating Systems, Server Technologies, Active Directory, and Group Policy. You should also have robust network troubleshooting skills for routers, switches, wireless access points, firewalls, WAN, and LAN, alongside a solid understanding of DHCP, DNS, TCP/IP, VPN, VOIP telephony, and virtualization. Experience supporting retail stores, warehousing, and distribution networks, and a familiarity with Microsoft Office, D365, Google Workspace administration, and VMware, as well as experience building and maintaining network images using Windows MDT, is also highly valued.
If you love working in a role where you can take true ownership of advanced technical challenges, mentor junior team members, and maintain high standards of efficiency in a fast-paced environment, then we want you on our team.
Working at Games Workshop
At Games Workshop, we are looking for people who will do their best to understand the needs of the company and to put those needs first when they are at work. Because of this, we believe that what you are like, hence the attitude you show to work and the way you choose to behave, is even more important than your skills and experience.
In return for your hard work, you will receive 4 weeks’ vacation per year, 12 additional public holidays paid off, and full health, dental, and eye coverage. A 401K with a matching 3% match, a profit share bonus (subject to GW meeting profit targets), and the option to join our Share Save scheme. Oh, and let’s not forget, a staff discount of between 25% and 50% on our products!
Other Essential Information
Location: This role is based in the office for the first 90 days, with options for discretionary hybrid scheduling available afterward based on workload & performance.
Hours: Normal hours are 8:00 AM to 5:00 PM, Monday to Friday. Because this is a Tier 3 role, you may rarely need to support out-of-hours work, such as planned weekend maintenance.
Travel: No travel is required, though travel opportunities may arise on occasion.
How to Apply
To apply, please send us a letter or a video telling us why you want this job.
This is a great opportunity for you to let us know that you understand what we are looking for. Please include an up-to-date resume to support your application.
When you’re ready, please click apply below.