IT Support Technician in Liverpool

Climax Studios was established over 30 years ago and has an extensive history in developing all kinds of digital experiences across all formats, winning multiple awards along the way. You will be based at our state‑of‑the‑art studio located in the heart of the beautiful Albert Dock in Liverpool overlooking the Harbour. At Keywords we use 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 doing so we empower our clients to remain lean and agile and to focus on creating the most engaging experiences. Keywords is trusted by many of the world’s leading video game companies to work alongside them during concept, development and live operations, leveraging the breadth and depth of our industry‑leading service lines every step of the way.

We are seeking an IT Technician to oversee employee support across our UK‑based studios. The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our Liverpool studio, based fully onsite at the state‑of‑the‑art studio in Liverpool. The role reports to the Climax Studio IT Manager and involves working closely with colleagues in other studios to deliver a seamless service to all our users. This is an excellent opportunity for an experienced IT Support Technician with excellent communication and leadership skills, who is looking to make an impact within a fast‑paced and dynamic environment.

Requirements

• Understanding of basic Network Protocols
• Hands on knowledge of changing hardware
• Problem solving skills and the ability to resolve issues swiftly and effectively
• Ability to produce clear, concise and accurate documentation and job notes
• The ability to articulate at a technical level appropriate to the circumstances
• Experience of working or supporting clients in the games industry (a plus)
• Understanding of Active Directory & O365 Administration
• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment
• Knowledge of first line support operations
• Knowledge of ServiceNow and industry trends
• Excellent relationship building skills
• Ability to work in a matrix management environment
• Proven experience in managing a high‑performing customer service or support team
• Excellent written and verbal communication skills
• Ability to analyse, interpret, and report on complex data
• Passion for gaming and the gaming industry
• Ability to adapt to changing priorities and work in a fast‑paced environment
• Excellent problem‑solving and conflict resolution skills
• Strong customer service orientation, with a focus on delivering high‑quality services to employees and stakeholders

Duties And Responsibilities

• Support users with requests via the ticketing system, while keeping IT security at the forefront of every decision
• Replacing and maintaining hardware for user's PCs
• Work alongside the IT Manager to ensure planned upgrades are implemented with minimum downtime
• Updating documentation of working practices
• Upgrade different types of hardware and software with minimal impact to users
• Setting up new user's accounts and profiles and dealing with password issues
• Monitoring and maintaining computer systems and networks
• Develop and maintain excellent relationships with our employees, providing personalized and empathetic support
• Stay up‑to‑date with industry developments and use this knowledge to improve support processes and procedures
• Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience
• Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured
• Ensure that all IT assets in the local office are managed and maintained to a high standard
• Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management
• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization

Benefits

• Excellent holiday package
• Regular social events
• A friendly, focused, ambitious and relaxed working environment
• Ongoing training and development, with career progression
• Group Private Medical Insurance provided by BUPA
• Group Life Insurance
• Employee Assistance Programme
• Private Dental Insurance
• Group Income Protection
• Company Pension Scheme
• Cycle To Work Scheme
• Eye‑Care Vouchers

Perks

• In‑house clubs and socials. From board games, tennis, football to D&D nights, there are lots of opportunities to socialise
• Regular Socials including Project Wrap Parties, team and studio events, Christmas and annual Summer parties and some great charity fundraising events