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 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.

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.