IT Support Engineer

Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.

This role can be on a hybrid working basis, which means you’ll have the opportunity to spend time working both in the studio and at home. We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.

The IT Support Engineer is responsible for providing enterprise-level IT support to all internal customers. The IT Support Engineer will work with users to determine the nature of the problem, diagnose and troubleshoot software and hardware problems, and maintain strong customer relationships.

As a key contact point for IT, the IT Support Engineer is a trusted expert combining a service-oriented approach with strong technical ability to proactively support the IT Team and user community.

The IT Support Engineer performs an important role supporting the systems and productivity tools underpinning the technology we use and facilities.

WHAT YOU’LL BE DOING

• Prompt handling of issues reported by users, seeing problems through from initial diagnosis to resolution.
• Document and track support requests and resolutions using a ticketing system.
• Provide timely and accurate feedback on incidents and requests.
• Train and guide end-users on IT best practices and tools.
• Research and identify solutions to software and hardware issues as required.
• Perform fault diagnosis and resolve complex issues in collaboration with the IT team.
• Follow standard procedures for escalating unresolved issues and requesting assistance to appropriate internal teams.
• Oversee employee onboarding and offboarding, including network account creation and disablement, and complete associated documentation diligently.
• Create and maintain internal knowledge base documents, processes, and procedures for team and user reference.
• Provision of computer equipment, peripherals, software and devkits to employees.
• Manage software licensing allocation and roll out software packages to users through central systems.
• Accurately maintain and track end-user IT assets using a Configuration Management Database (CMDB).
• Ensure IT equipment and accessories are stored and maintained properly, keeping well-documented records and maintaining a neat and tidy environment.
• Assist with IT projects, such as system upgrades, migrations, and deployments.

WHAT YOU’LL BRING

• Proven experience of working in an IT support role.
• Solid experience and knowledge of working within a Windows environment (Windows 10/11).
• Practical knowledge of PC hardware and associated peripherals to component level.
• Good all-round experience of PC hardware maintenance and repairs.
• Good understanding of computer networking.
• Experience and knowledge of managing users in Microsoft 365 / Windows Server Active Directory Administration Tools.
• Excellent communication skills including, listening and questioning.

BONUS IF YOU HAVE

• Degree in Computer Science or related discipline.
• Experience working with ITSM tools / working in a ServiceNow environment
• Exposure to software packages such as Autodesk Maya, Adobe Creative Suite and Visual Studio.
• Experience of Linux environments.
• Exposure to and understanding Software deployment and patch management.
• Knowledge and experience of using and supporting Windows Server.
• Exposure to games development consoles (PlayStation, Xbox, Switch) and associated equipment.
• Experience of working in a game or other development environment.

You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.

Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.

We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.

We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.