IT Support

Company Description

Keywords Studios is a global provider of creative and technical services to the video games industry, with over 13,000 professionals across 70+ studios in 25+ countries. We support clients across the entire game lifecycle through four core Service Lines:

• Create — Game development, art production, and audio
• Globalize — Localization, localization QA, functional testing
• Engage — Marketing, LiveOps, community, and player support
• Media & Entertainment

We're constantly working with some of the worlds largest Publishers and most popular AAA games. Here in Australia we have offices located in Adelaide, Brisbane and Melbourne and employ about two hundred of Australia's leading game professionals.

Job Description

We are hiring an IT Support professional to join our Melbourne office. In this role, you'll provide high-quality technical support across the business, ensuring our teams have the technology and infrastructure they need to create exceptional games.

Reporting to the IT Operations Manager, you'll be responsible for delivering Level 2 support, managing endpoint devices, maintaining IT assets, and working with our regional and global IT teams to improve services and infrastructure.

If you enjoy solving technical challenges, improving IT services, and working in a collaborative, fast-paced environment, we'd love to hear from you.

Key Responsibilities:

• Provide Level 2 technical support and act as the primary escalation point
• Take ownership of technical user issues and drive them to resolution
• Oversee the procurement, tracking, auditing, and secure disposal of studio hardware
• Maintain accurate IT asset records and support compliance and audit requirements
• Assist with infrastructure upgrades and technology improvement initiatives
• Contribute to process improvements that enhance IT service delivery and operational efficiency
• Collaborate with global IT teams on projects and best practices

Qualifications

• Minimum 3 years' experience in an IT infrastructure or service support role
• Experience resolving Level 2 technical support issues
• Experience with:
  • Windows desktop environments
  • Microsoft 365 and Exchange
  • Active Directory, Group Policy and Microsoft Entra ID (Azure AD)
  • TCP/IP networking, VPNs, switches and firewalls
  • Mac OS (desirable)
• Exposure to virtualisation technologies such as VMware ESXi, vSphere or XCP-ng.
• Working knowledge of ITIL practices including Incident, Problem and Change Management.
• Strong organisational skills with the ability to manage multiple priorities.
• A commitment to security, confidentiality and excellent customer service.

Additional Information

PERSONAL DATA PROTECTION POLICY

Keywords Studios is strongly committed to protecting your personal information. By sending your CV/Resume, you are agreeing to our terms and conditions and consent to your data being managed and retained in accordance with our data privacy and retention policy https://www.keywordsstudios.com/en/applicant-privacy-notice/.