IT Specialist

At Keywords, we are using our passion for games, technology, and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development, and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

Job Summary

We are seeking a highly trained and experienced support desk analyst to manage support for our studies.

The successful candidate will be responsible for managing the provision of IT support and service desk operations for our local offices and ensuring efficient and effective service to our internal users. This is an excellent opportunity for an IT Specialist with excellent communication, who is looking to make an impact within a fast-paced and dynamic environment.

This role reports to the Head of Local Support and will involve working closely with colleagues in other offices/countries to deliver a seamless service to our users.

This position is 100% on-site in Madrid's office. Support on-site for Barcelona and Málaga offices could be occasional, the position requires availability to travel.

Key Responsibilities and Activities

• Perform Day to Day Helpdesk responsibilities including but not limited to responding to IT tickets, troubleshooting and new joiner onboarding, in accordance with current IT standards and updates.
• Document, track and monitor all help desk interactions to ensure a timely resolution and maintaining thorough communication with the user until the help desk request is rectified.
• Maintain all local IT infrastructure such as hardware, software, and networks together with the Global Infra Team.
• Maintain high levels of IT security through access controls, VPN, backups, and firewalls, together with the Global Security Team.
• Supervise Active Directory, including but not limited to performing cross platform audits of AD objects and user permissions, manage user accounts on Active Directory/Azure (creation, deleting, permissions and VPN access), develop and manage organizational units, and maintaining E-mail address and distribution lists in MS/Google Workspace environments.
• Maintain existing deployment servers and windows update services.
• Conform to and enforce Company’s IT security policies.
• Research questions using pre-documented instructions and SOPs to perform the functions of the job and quickly escalates problems that require urgent attention.
• Maintains accurate IT Assets (hardware and software inventory).
• Solicits regular feedback from the field to ensure there are no gaps in communication between IT and the business.

Technical Skills:

• Proven work experience in a customer service or Helpdesk role (2-3 years).
• Strong knowledge of first- and second-line support operations.
• Advanced proficiency in MS environments and Google Workspace.
• Hands on experience in computer software and hardware, and a variety of internet applications, networks and operating systems is a must.
• Strong knowledge of commonly used concepts, practices, and procedures within IT industry standards and corporate help desk procedures.
• Basic Knowledge on Firewall, switch, router management is IT a must.
• Fluid in Spanish and English is a must.
• Knowledge in best practices and project management (ITIL, Agile, etc.) is an advantage.
• Knowledge of ServiceNow and industry trends.
• Experience within a Global business services environment and ideally video games development and/or working in a highly technical development environment.

Behavioral Skills:

• Possesses strong analytical skills to diagnose problems (hardware, software, IT devices network) and determine appropriate solutions.
• Knowledgeable on basics Network management.
• High-level of problem-solving skills.
• Strong interpersonal and collaborative skills.

• Medical Insurance.
• Flexible Retribution.
• 23 vacation days + 3 personal days + 1 day off during your birthday.

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Europe, Spain, Madrid

Area of Work: IT & Infosec

Service: Support Services

Employment Type: Full Time

Working Pattern: In-Office