Service Desk Technician

What you'll do

• Provide Tier 1 & 2 technical support for employees across the studio, resolving hardware, software, access, and tool issues.
• Manage incidents and service requests through the Service Desk, ensuring SLA and studio expectations are met.
• Escalate complex issues to infrastructure teams or development teams where required.
• Deploy, configure, maintain, and troubleshoot Windows workstations, endpoint devices, and applications.
• Administer user accounts, permissions, Microsoft 365 services, and hybrid working technology.
• Support endpoint security and contribute to maintaining a secure IT environment.
• Manage hardware and software assets through inventory tracking & documentation.
• Support joiner, mover, and leaver processes, including onboarding and offboarding.
• Create and maintain technical documentation and knowledge base articles.

What you’ll bring

• Experience working on a Service Desk or IT Support environment using ITSM platforms and working to agreed SLAs.
• Excellent customer service, communication, problem-solving, and organizational skills.
• Strong troubleshooting experience across desktop and laptop hardware, Windows. operating systems, business applications, and endpoint devices.
• Experience building, deploying, upgrading, repairing, and supporting IT hardware.
• Experience supporting Microsoft technologies including Windows 10/11, Microsoft 365, Entra ID, Exchange Online, and Teams.
• Experience administering user accounts, permissions, access, and hybrid technology.
• Familiarity with endpoint security solutions and security best practices.
• Ability to prioritize workload, manage multiple tasks, and take ownership.
• Willingness to relocate to Frankfurt am Main, Germany.

Nice to have

• Experience supporting macOS and Linux systems.
• Experience in game development.
• Familiarity with Perforce, Git, Visual Studio, or similar development tools.
• Understanding of networking, virtualization, server infrastructure, and hybrid cloud environments.
• Experience with asset management and hardware systems.
• ITIL Foundation or equivalent service management experience.