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 Service Desk team, you will work as part of the team supporting our hybrid infrastructure. You will support the day-to-day operations of our studio, ensuring the efficiency and performance of our studio, which includes 350+ 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 Service Desk team to improve this every day. A key focus will be reducing friction in the end-user experience, ensuring we are responsive and diligent wherever our employees are working. 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. 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. Equal Opportunity & Inclusion We’re building a workplace where everyone belongs. We welcome people of all backgrounds and identities and are proud to be a truly global team, with employees from over 42 countries contributing their ideas, cultures, and perspectives every day. 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.