Senior IT Operations Technician

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