Senior IT Operations Technician at Crunchyroll,… · London

About Crunchyroll Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love. Join our team, and help us shape the future of anime! About the role As a London-based IT Senior Technician at Crunchyroll, you are essential to empowering our global, hybrid workforce. You will provide technical assistance, administer enterprise applications, and ensure the smooth operation of our IT infrastructure. Expect to troubleshoot complex issues, streamline processes, and collaborate with various teams to deliver unparalleled IT experiences for our employees. Ultimately, your technical expertise and dedication to service will drive the reliable, scalable outcomes that enable Crunchyroll's continued global growth. In this role, you will be the primary contact for our London office IT operations, responsible for triaging user support requests and maintaining our workstations, servers, and cloud environments. You will be an important liaison, communicating with both technical and non-technical staff to troubleshoot issues. Additionally, you will manage IT onboarding and offboarding to provide a frictionless experience for our staff. Beyond daily support, you will drive process improvements, keep documentation up to date, and protect our infrastructure by administering accounts and proactively identifying security risks. You will collaborate with our global team members to deliver exceptional IT service worldwide. Be the primary, onsite technical authority for the UK office, taking ownership of local infrastructure, executive support, and daily IT operations. Be the primary contact for end-user technical issues, responding to IT help desk tickets, emails, and walk-up requests in a timely and professional manner. Diagnose and resolve issues across Windows and MacOS endpoints, mobile devices, standard corporate applications, and cloud-based tools. Provision, configure, and image new laptops and workstations. Facilitate onboarding employees, and handle the secure decommissioning and wiping of hardware. Perform routine maintenance and troubleshooting for office printers, network switches, Wi-Fi access points, and conference room equipment. Assist remote and hybrid employees with VPN configurations, Multi-Factor Authentication setups, access requests, and secure home network connections. Identify outages or complex issues while help diagnosing and escalating them. Assist the broader teams with infrastructure upgrades, office build-outs, and the rollout of new enterprise software tools. Maintain accurate records of IT assets and inventory, and develop user-friendly knowledge base articles and internal Standard Operating Procedures. Support employees and offices across the globe and willing to travel based on business needs to provide support to different locations including: Japan, Australia, India, United States, Latin America, France, Germany, and Moldova. In the role of Senior IT Operations Technician, you will report to the Senior Director, IT. We are considering applicants for the location of London (in-office Tuesdays, Wednesdays, and Thursdays). About You We get excited about candidates, like you, because... You have 5+ years experience in the same or similar capacity role. You embody a proactive problem solver who has moved well beyond standard helpdesk support. You don't just close tickets, you investigate root causes and look for patterns to prevent them from coming back. You are comfortable bridging the gap between local business needs and global technology standards. You thrive in a dynamic environment, effortlessly balancing complex infrastructure troubleshooting. You understand how enterprise systems connect and strongly prefer automating a task over doing it manually twice. You bring experience installing, configuring and troubleshooting Apple and Windows computers. You have experience maintaining hosted and SaaS infrastructures. You have admin experience with at least four of the following: Google Workspace, Okta, JAMF, InTune, Atlassian tools, Slack, SnipeIT, or Zoom #LifeAtCrunchyroll #LI-Hybrid Why you will love working at Crunchyroll In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks: Best-in class medical, dental, and vision private insurance healthcare coverage Access to counseling & mental health sessions 24/7 through our Employee Assistance Program (EAP) Employer 5% salary contribution into a DC Pension Plan Allowances for Gym & Wellness, Meals, Commuting Free premium access to Crunchyroll along with monthly discounts to the Crunchyroll store Professional Development Company's Paid Parental Leave up to 22 weeks for birthing parents up to 12 weeks for non-birthing parents Hybrid Work Schedule Paid Time Off Flex Time Off 5 Yasumi Days Half-Day Fridays during the summer Winter Break #LifeAtCrunchyroll #LI-Hybrid About our Values We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value Courage. We believe that when we overcome fear, we enable our best selves. Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding. Kaizen. We have a growth mindset committed to constant forward progress. Service. We serve our community with humility, enabling joy and belonging for others. Our commitment to diversity and inclusion Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business. We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation. Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.