Frankfurt (Onsite) Information Technology IT Team
Crytek is looking for a Service Desk Technician to join the IT Team in our new state-of-the-art office in Frankfurt, Germany.
As the key member of our service desk team, you will work as part of the team supporting our hybrid infrastructure. You will lead the day-to-day operations of our studio, ensuring the efficiency and performance of our studio, which includes 500+ endpoints, hybrid workers, and a mix of on-premises and cloud-based services. You will be expected to suggest improvements to our service, and work with the helpdesk team to improve our service every day.

Responsibilities

• Proven track record in service desk leadership, leading a service desk team, triaging tasks and mentoring team members
• Technical Support for all studio employees on a busy helpdesk, in fixed locations and hybrid
• Supporting Windows OS and all software deployment, configuration, and patching
• Troubleshooting and resolving user hardware and software issues
• Providing Tier 0 to Tier 2 support and escalating Tier 3 and complex issues to the back office or third-party vendors
• Monitoring and maintaining hardware and software systems for optimal performance
• Managing user accounts, access permissions, and development tools
• Addressing IT-related issues promptly, ensuring SLA compliance
• Asset Management, managing and tracking all hardware and software inventories
• Overseeing licensing and purchasing of hardware and software assets
• Onboarding & Offboarding, Handling setup for new hires, moves, and employee offboarding processes
• Documentation, Creating and maintaining detailed technical documentation and knowledge base articles

Requirements

• Proven experience as a service desk lead or in IT support working with help desk software to an agreed SLA
• Strong technical knowledge of Windows desktop hardware troubleshooting, build, and replacement
• Strong technical knowledge of software troubleshooting, install, and maintenance
• Proficiency in diagnosing and resolving technical issues efficiently
• Experience in Active Directory, O365, MS Windows environment
• Knowledge of remote desktop applications for hybrid work such as Parsec, Citrix, or others.
• Experience in security applications such Defender, Crowdstrike or others
• Excellent English communication skills, both written and verbal
• A problem-solving mindset with attention to detail
• Willingness to relocate to Frankfurt am Main, Germany

Pluses

• Worked in the games industry
• Experience with MacOS and Linux systems
• Familiarity with troubleshooting network issues
• Familiarity with troubleshooting server and VM hardware
• Familiarity with troubleshooting software such as Perforce in development environments

• Proven track record in service desk leadership, leading a service desk team, triaging tasks and mentoring team members
• Technical Support for all studio employees on a busy helpdesk, in fixed locations and hybrid
• Supporting Windows OS and all software deployment, configuration, and patching
• Troubleshooting and resolving user hardware and software issues
• Providing Tier 0 to Tier 2 support and escalating Tier 3 and complex issues to the back office or third-party vendors
• Monitoring and maintaining hardware and software systems for optimal performance
• Managing user accounts, access permissions, and development tools
• Addressing IT-related issues promptly, ensuring SLA compliance
• Asset Management, managing and tracking all hardware and software inventories
• Overseeing licensing and purchasing of hardware and software assets
• Onboarding & Offboarding, Handling setup for new hires, moves, and employee offboarding processes
• Documentation, Creating and maintaining detailed technical documentation and knowledge base article