Lead Service Desk Technician

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

What you can expect from us

Career Path

Your professional development is important to us, so we have laid out a career plan to help you progress towards your goals and objectives.

Relocation Support

We offer a relocation budget and full coverage of flights to Frankfurt for you and your family.

You can expect extensive assistance with visa, work permits, and communication with authorities during the relocation process, as well as help settling into Germany (e.g. setting up appointments with banks, government agencies, schools, landlords, finding apartments etc.).

Company Apartment

To help you get settled, we provide you with a fully furnished company apartment during your first three months in Frankfurt.

Public Transport Pass

Discover Frankfurt by bus, tram and metro – free of charge.

Gym Card

A healthy body is a healthy mind. We offer a membership at the premium gym chain Fitness First in Germany. Work out, join group fitness classes, or relax in the wellness facilities.

State-of-the-art Office

We’ve recently moved into a brand-new, modern office located in the heart of Frankfurt. Our new workspace is designed to inspire creativity and collaboration, with open areas, quiet zones, and top-tier facilities — all just steps away from public transport, restaurants, bars and cultural hotspots.

International Environment

We truly embody diversity at Crytek. With employees from over 42 different countries, we define ourselves by our cultural diversity.

German Classes

Understanding the local culture will make your stay abroad more enjoyable, and Crytek supports that by offering German language courses for you and your family.

Events

Join us on our exciting company events, including new starter breakfasts, summer and winter parties, our annual trip to Gamescom in Cologne, and many more!

Vacation Days

At our Frankfurt office you can enjoy 24 days of vacation per year, and every 2 years you get 1 more (up to a maximum of 28 days). You will also have on average 10 public holidays on top of the days you take off.