Job Description

The IT Support Specialist (Level II/III) delivers end-user support across hardware, software, identity management, and enterprise collaboration platforms at The Pokémon Company International. This role handles technical troubleshooting, system diagnostics, and escalations for complex issues, while contributing to process automation, documentation, and cross-platform support. Ideal for candidates with strong technical acumen, scripting or endpoint management experience, and a growth mindset toward advanced IT operations.

Responsibilities

• Act as a primary escalation point for complex technical issues
• Deliver professional technical support to employees across multiple locations
• Provide advanced support for Microsoft 365, Slack, Zoom, and other tools
• Lead the setup, configuration, and deployment of hardware and software using Microsoft Intune, JAMF, and SCCM
• Manage user access and permissions using Active Directory and Microsoft Entra ID
• Monitor and manage support tickets to ensure timely resolution and SLA compliance
• Support and maintain conference room technologies and audiovisual (AV) systems
• Support onboarding and employee lifecycle events
• Collaborate with cross-functional teams on technology-related projects
• Partner with external vendors to troubleshoot and implement complex solutions
• Identify and document recurring issues and propose long-term solutions
• Mentor and support IT staff

Requirements

• 1-4 years of experience providing technical support in enterprise environments
• Proven ability to collaborate effectively within a team and across departments
• Strong communication skills to explain technical concepts clearly
• Advanced troubleshooting skills across Windows and macOS platforms
• Strong experience with Microsoft 365, Slack, Zoom, and other collaboration tools
• Proficiency with device management platforms such as Microsoft Intune, JAMF, and SCCM
• Deep understanding of user and identity management using Active Directory and Microsoft Entra ID
• Experience supporting and maintaining complex conferencing room technologies and audiovisual (AV) systems
• Familiarity with mobile device support and mobile device management (MDM) tools
• Solid grasp of networking fundamentals including DNS, DHCP, TCP/IP, VPN, and Wi-Fi
• Proven ability to work cross-functionally with teams outside of IT and collaborate with external vendors
• A proactive, solutions-oriented mindset with a focus on continuous improvement
• Demonstrated ability to mentor others
• Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus

Benefits

• No benefits