EMEA IT Field Services - Lead

Twitch, London, UK

Video platform and community for gamers

How do we take millions of content creators, connect them with tens of millions of viewers, on a platform that is second to none?  It starts with welcoming everyone but choosing only the best. It's the willingness to experiment to decide, and about commitment, not compliance. These are just a few of the driving principles behind the Twitch IT organization.

Twitch has an immediate opening for a London based IT Field Service Lead. The IT Field Service Lead serves as point person for Twitch IT Services & Customer Success in the EMEA Region.

The Amazon/Twitch business relationship presents several challenges in the Acquisition and Support of Technology in EMEA, this person would play a pivotal role in creating and maintaining strong and productive IT relationships in the region.

This role would be focused on providing a focal point for all IT Services for Twitch employees in EMEA. These services include (but are not limited to):

- Service Desk (incident, request management)
- Technology Implementations (i.e. Office MACs)
- FinTech (Financial Systems)
- HR Tech (Human Resource Systems)
- WP Tech (Workplace Systems)
- Business Operation Program Management
- Sales / Partnership Tech
- ITaaB (internal IT technology Services)
- Collaboration Tech (AV/VC and Streaming Systems)

Twitch's presence in EMEA is growing rapidly and slated for continued growth in 2018. With rapid growth comes a large reliance on Technology and Technology Support - not only onboarding new employees, but making sure they can utilize Twitch Tools to their fullest going forward.

Regular activities include coordination and planning with Twitch People Teams, Amazon IT  and Twitch IT to facilitate smooth on-boarding of workers, coordinating IT inventories and standards availability, ensuring delivery for IT Services and the turn up of new Twitch locations in region.

The IT Field Service Lead must have an excellent understanding of IT Services and a demonstrated willingness to learn and apply new technology. They must possess superior technical aptitude, written and oral communications skills, and the ability to deal effectively with people in a wide variety of situations. Additionally they must possess strong analytical skills with demonstrated problem solving ability. Previous experience exercising high levels of initiative, judgment, and diplomacy required. Proven ability to operate in high pressure situations, successfully handle multiple priorities, and possess a high level of discipline while remaining flexible.


  • Demonstrated ability playing key roles in large cross-functional projects and delivering those projects on time and within guidelines
  • Ability to develop systems and processes where none yet exist
  • The ability to analyze competing projects, assess risk, and communicate impact to management
  • A history of resolving complex support issues that may not be well documented, and being able to apply your knowledge to writing and improving support procedures
  • Ability to perform system administration activities and be a subject expert in at least one area of technology
  • Have a strong understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
  • Adaptability in learning and deploying new technologies


  • Available for frequent travel
  • Ability to manage high priority projects escalated by management
  • Ability to coordinate procurement for multiple sites in multiple regions
  • Experience with International shipping & procurement nuances
  • Experience in managing requests via ticketing systems & service level agreements for response times
  • Industry training such as Microsoft MCSE, MCITP
  • Experience with Cisco IOS (CLI) or Cisco certification
  • Experience with scripting, programming, or SQL
  • Have hands on experience with MDF/IDF Data Cabling / Computer Facilities maintenance
  • Have a high level understanding of AV and Video Conferencing Technologies


  • A competitive salary
  • Restricted stock units
  • Employee discounts
  • 25 days holiday
  • Pension scheme
  • Private healthcare scheme
  • Cycle to work scheme
  • Childcare voucher scheme
  • Season ticket loan scheme
  • Subsidised gym membership
  • Commuting benefits
  • Catered meals once a week
  • Unlimited snacks and drinks
About Twitch

Twitch is the world’s leading video platform and community for gamers, with more than 100 million visitors per month. We connect gamers from around the world by allowing them to broadcast, watch, and chat with each other. Twitch’s live and on-demand video platform forms the backbone of a distribution network for video game broadcasters including pro players, tournaments, leagues, developers and gaming media organizations. Twitch is leading a revolution in gaming culture, turning gameplay into an immersive video experience. Learn more at http://twitch.tv.

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


About Twitch

Twitch is the world’s leading video platform and community for gamers. More than 100 million gamers gather every month to broadcast, watch and chat about gaming. Twitch’s video platform is the backbone of live and on-demand distribution for leading video game broadcasters including casual gamers, pro players, tournaments, leagues, developers and gaming media organizations. Twitch is leading a revolution in the gaming community, working to create a participatory experience that transcends gameplay.

Want to learn more about Twitch? Visit https://www.twitch.tv/