IT Support Engineer
Job Summary
Job Description
Frontier is seeking an IT Support Engineer to provide enterprise-level IT support to internal customers in Cambridge. You'll be responsible for troubleshooting software and hardware issues, managing user accounts, and maintaining IT assets. Experience in a Windows environment, PC hardware maintenance, and networking is essential.
Must have:
- Windows environment
- PC hardware
- Networking knowledge
- Microsoft 365
Good to have:
- Active Directory
- Troubleshooting skills
- Customer service
- Problem-solving
Perks:
- Relocation support
- Competitive salary
4 skills required
Job Details
Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.
This role can be on a hybrid working basis, which means you’ll have the opportunity to spend time working both in the studio and at home. We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.
WHAT’S THE ROLE
The IT Support Engineer is responsible for providing enterprise-level IT support to all internal customers. The IT Support Engineer will work with users to determine the nature of the problem, diagnose and troubleshoot software and hardware problems, and maintain strong customer relationships.
As a key contact point for IT, the IT Support Engineer is a trusted expert combining a service-oriented approach with strong technical ability to proactively support the IT Team and user community.
The IT Support Engineer performs an important role supporting the systems and productivity tools underpinning the technology we use and facilities.
WHAT YOU’LL BE DOING
- Prompt handling of issues reported by users, seeing problems through from initial diagnosis to resolution.
- Document and track support requests and resolutions using a ticketing system.
- Provide timely and accurate feedback on incidents and requests.
- Train and guide end-users on IT best practices and tools.
- Research and identify solutions to software and hardware issues as required.
- Perform fault diagnosis and resolve complex issues in collaboration with the IT team.
- Follow standard procedures for escalating unresolved issues and requesting assistance to appropriate internal teams.
- Oversee employee onboarding and offboarding, including network account creation and disablement, and complete associated documentation diligently.
- Create and maintain internal knowledge base documents, processes, and procedures for team and user reference.
- Provision of computer equipment, peripherals, software and devkits to employees.
- Manage software licensing allocation and roll out software packages to users through central systems.
- Accurately maintain and track end-user IT assets using a Configuration Management Database (CMDB).
- Ensure IT equipment and accessories are stored and maintained properly, keeping well-documented records and maintaining a neat and tidy environment.
- Assist with IT projects, such as system upgrades, migrations, and deployments.
WHAT YOU’LL BRING
- Proven experience of working in an IT support role.
- Solid experience and knowledge of working within a Windows environment (Windows 10/11).
- Practical knowledge of PC hardware and associated peripherals to component level.
- Good all-round experience of PC hardware maintenance and repairs.
- Good understanding of computer networking.
- Experience and knowledge of managing users in Microsoft 365 / Windows Server Active Directory Administration Tools.
- Excellent communication skills including, listening and questioning.
WHAT WE CAN OFFER YOU
You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.
Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.
We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.
We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.
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About The Company
We strive to create games that will put both Frontier and the games industry itself at the forefront of the world entertainment industry.
Frontier has thrived over the subsequent three decades. We have built a uniquely diverse catalogue of games – enabled by our Cobra technology – that has defined genres, earned critical acclaim and won a place in the hearts of millions of players.
Having worked with a succession of top publishers we now self-publish our own high quality, innovative games of different genres that embody our world-class expertise across all major gaming formats.
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