Lead Service Desk Technician

Lead Service Desk TechnicianFrankfurt (Onsite) Information Technology IT TeamCrytek 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. Back to all jobsResponsibilities Proven track record in service desk leadership, leading a service desk team, triaging tasks and mentoring team membersTechnical Support for all studio employees on a busy helpdesk, in fixed locations and hybridSupporting Windows OS and all software deployment, configuration, and patchingTroubleshooting and resolving user hardware and software issuesProviding Tier 0 to Tier 2 support and escalating Tier 3 and complex issues to the back office or third-party vendorsMonitoring and maintaining hardware and software systems for optimal performanceManaging user accounts, access permissions, and development toolsAddressing IT-related issues promptly, ensuring SLA complianceAsset Management, managing and tracking all hardware and software inventoriesOverseeing licensing and purchasing of hardware and software assetsOnboarding & Offboarding, Handling setup for new hires, moves, and employee offboarding processesDocumentation, Creating and maintaining detailed technical documentation and knowledge base articlesRequirements Proven experience as a service desk lead or in IT support working with help desk software to an agreed SLAStrong technical knowledge of Windows desktop hardware troubleshooting, build, and replacementStrong technical knowledge of software troubleshooting, install, and maintenanceProficiency in diagnosing and resolving technical issues efficientlyExperience in Active Directory, O365, MS Windows environmentKnowledge of remote desktop applications for hybrid work such as Parsec, Citrix, or others.Experience in security applications such Defender, Crowdstrike or othersExcellent English communication skills, both written and verbalA problem-solving mindset with attention to detailWillingness to relocate to Frankfurt am Main, GermanyPlusesWorked in the games industryExperience with MacOS and Linux systemsFamiliarity with troubleshooting network issuesFamiliarity with troubleshooting server and VM hardwareFamiliarity with troubleshooting software such as Perforce in development environmentsWhat you can expect from usCareer 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 OfficeWe’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. EventsJoin us on our exciting company events, including new starter breakfasts, summer and winter parties, our annual trip to Gamescom in Cologne, and many moreVacation 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.