IT Support

About the Company

Keywords Studios is a worldwide provider of creative and technical services for the video games industry, backed by more than 13,000 professionals working across 70+ studios in 25+ countries. The company supports clients throughout the full game lifecycle through four main service areas: game creation, globalisation, player engagement, and media & entertainment. In Australia, the business operates from Adelaide, Brisbane, and Melbourne and employs around 200 game industry specialists.

Role Overview

This position is based in the Melbourne office and is focused on delivering dependable technical support across the business. The role helps ensure staff have the systems, devices, and infrastructure required to deliver high-quality games and related services. Reporting to the IT Operations Manager, the successful candidate will handle Level 2 support, manage endpoints and IT assets, and work closely with both regional and global IT colleagues to strengthen services and infrastructure.

The company is looking for someone who enjoys troubleshooting complex technical issues, improving IT operations, and working in a collaborative, fast-moving environment.

Key Responsibilities

• Act as the main escalation contact for Level 2 technical support matters.
• Own user issues from start to finish and follow through until they are fully resolved.
• Manage the buying, tracking, auditing, and secure retirement of studio hardware.
• Keep IT asset records accurate and support audit and compliance needs.
• Help with infrastructure enhancements and technology upgrade projects.
• Support process changes that improve service quality and operational effectiveness.
• Work with global IT teams on initiatives, standards, and shared practices.

Requirements

• At least 3 years of experience in IT infrastructure or service support.
• Hands-on experience handling Level 2 technical support requests.
• Strong working knowledge of Windows desktop environments.
• Experience with Microsoft 365 and Exchange.
• Familiarity with Active Directory, Group Policy, and Microsoft Entra ID (Azure AD).
• Understanding of TCP/IP networking, VPNs, switches, and firewalls.
• Mac OS experience is preferred.
• Exposure to virtualisation platforms such as VMware ESXi, vSphere, or XCP-ng.
• Working knowledge of ITIL processes, including Incident, Problem, and Change Management.
• Strong organisational ability and comfort managing several priorities at once.
• A strong focus on security, confidentiality, and customer service.

Additional Information

The company has a personal data protection policy in place. By submitting a CV or resume, applicants agree to the applicable terms and conditions and to the handling and retention of their information in line with the organisation’s data privacy and retention policy.