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 a key member of our ServiceDesk team, you will work as part of the team supporting our hybrid infrastructure. You will run 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 ServiceDesk team to improve our service every day.

Responsibilities

• Working on a busy studio wide ServiceDesk
• Technical Support for all studio employees.
• 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.
• Maintaining hardware endpoints and software systems.
• Supporting Windows software from deployment to day-to-day troubleshooting.
• 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.
• 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 working on a ServiceDesk or in IT support working with help desk software to an agreed SLA.
• Strong technical knowledge of desktop hardware troubleshooting, hardware build, and replacement.
• Strong technical knowledge of software troubleshooting, install, and maintenance.
• Experience in Active Directory, O365, MS Windows environment.
• Knowledge of Parsec or other remote desktop applications for hybrid work.
• Knowledge in security application deployment.
• Proficiency in diagnosing and resolving technical issues efficiently.
• Excellent English communication skills, both written and verbal.
• Experience in customer service or a customer facing roll.
• A problem-solving mindset with diligence.
• Willingness to relocate to Frankfurt am Main, Germany.

Pluses

• 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.

• Working on a busy studio wide ServiceDesk
• Technical Support for all studio employees.
• 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.
• Maintaining hardware endpoints and software systems.
• Supporting Windows software from deployment to day-to-day troubleshooting.
• 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.
• Onboarding & Offboarding, Handling setup for new hires, moves, and employee offboarding processes.
• Documentation, Creating and maintaining detailed technical documentation and knowledge base articles