IT Support Specialist – Melbourne

About the role

Keywords Studios is seeking an IT Support professional to join its Melbourne studio. You will deliver Level 2 technical assistance, manage endpoint devices, and ensure the IT infrastructure supports the creation of world‑class video games.

Key responsibilities

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

Required profile

• Minimum 3 years of experience in an IT infrastructure or service‑support role.
• Proven ability to resolve Level 2 technical issues.
• Strong organisational skills with the capacity to manage multiple priorities.
• Commitment to security, confidentiality and excellent customer service.

Required skills

• 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).
• Virtualisation technologies such as VMware ESXi, vSphere or XCP‑ng.
• ITIL practices including Incident, Problem and Change Management.