Job Description

Get to know The Pok\xc3\xa9mon Company International

The Pok\xc3\xa9mon Company International, a subsidiary of The Pok\xc3\xa9mon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pok\xc3\xa9mon Trading Card Game, the animated TV series, home entertainment, and the official Pok\xc3\xa9mon website. Pok\xc3\xa9mon was launched in Japan in 1996 and today is one of the most popular children\'s entertainment properties in the world.

Learn more online at and on Facebook (), YouTube (), Twitter (), and Instagram ().

Get to know the role

Job Title: IT Support Specialist III

Job Summary: The IT Support Specialist III has the primary responsibility for receipt, triage, and resolution of Service Requests and Incidents related to computer systems, hardware, or software to clients over the phone, online, or in person. If they are unable to resolve the Service Request or Incident, then they will use documented procedures to identify the appropriate escalation protocol for addressing the issue. The IT Support Specialist will utilize excellent customer service, problem solving, and technical reasoning skills. They also must be able to multitask and organize their work effectively to meet their daily, weekly, and monthly goals. They are focused on Tier 2 end-user support for 1000+ staff in multiple locations and countries.

People Manager: No

What you\'ll do

• Take ownership of service request and incident identification through to resolution. Prioritize and schedule support and escalate (when required) to the appropriately experienced technician; accurately log all Service Desk tickets using the defined tracking software.
• Support local and remote staff via IT ticketing system, email, desk-side support, and phone calls.
• Diagnose and troubleshoot issues with Windows and Mac desktop OS, and mobile devices including: applications, network connectivity, and hardware malfunctions.
• Be a client advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and educating clients with helpful hints or business based best practices.
• Set-up new employee profiles, including hardware, software, network access and security. Both locally and remotely create/disable/delete/transfer user accounts upon hire or termination.
• Create and manage user accounts and permissions following established processes and procedures.
• Assist with video conferencing, audio/video equipment, and phone needs.
• Maintain application and system documentation by updating written procedures.
• Deliver exceptional customer service and technology experiences to all employees across the company.
• Collaborate on and escalate issues with senior IT staff.
• Create/edit knowledge base articles.
• Serve as escalation point for tier 1 staff.

What you will bring

• 5+ years of experience providing technical support in Microsoft Windows and Apple Mac OS environments.
• Solid experience with Active Directory and Group Policy, including common tools, best practices, and troubleshooting.
• Experience working with Service Desk Ticketing systems such as Jira, Zendesk, or similar.
• Strong working knowledge of Microsoft Office 365 productivity suite, Adobe Creative Cloud suite, web conferencing, and collaboration software.
• Proficient at installing and troubleshooting hardware and software with modern management tools such as, Intune, System Center Configuration Manager, and JAMF software platforms.
• Understand networking concepts, including Domain Name Server (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), etc.
• Experience with hardware asset and software license tracking; consistent management of inventory.
• A successful track record of providing excellent customer service and communication to all levels of an organization.
• Demonstrated willingness to learn new technologies through self-study and formal training.
• Associate degree and certifications in a related field is a plus.

How you\'ll be successful.

• Passion for Pok\xc3\xa9mon: Develops an understanding of the Pok\xc3\xa9mon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others to continuously improve.
• Building Relationships: Develops and strengthens relationships, adopting a "team first" mentality and working collaboratively to solve problems and meet shared goals.
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pok\xc3\xa9mon experience.

What to expect

• An employee first culture
• Company events that celebrate the spirit of Pok\xc3\xa9mon
• Competitive cash-based compensation programs
• Base salary range: For this role, new hires generally start between $64,000 - $76,000 . The full range is $64,000 - $96,000. This range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates\' qualifications and professional experience uniquely.
• 100% employer-paid healthcare premiums for you
• Generous paid family leave
• Employer-paid life insurance
• Employer-paid long and short-term income protection insurance
• US Employees: 401k Employer Matching
• UK/IRE Employees: Pension Employer Contributions
• Fitness reimbursement
• Commuter benefit
• LinkedIn learning
• Comprehensive relocation package
• Hybrid work environment

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

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