Senior IT Support Analyst

Keywords Studios is the leading technical and creative services provider to the global video games and entertainment industries.

Established in 1998 and headquartered in Dublin, Keywords has a team of over 13,000 across 70 studios located in Europe, North America, South America, Australia and Asia. Our global network provides industry leading end-to-end follow the sun workflows to elevate our customer’s IP’s across the world. Through our Create, Globalize and Engage service lines, we deliver integrated art production, game development, audio services, testing, localization, marketing, PR, community support and player insight services. We do this across 50 languages to 24 out of the top 25 video games companies for clients including Activision Blizzard, Electronic Arts, Epic Games, Konami, Microsoft, Netflix, Riot Games, Square Enix, Supercell, TakeTwo, Tencent and Ubisoft.

Our strong market position is driven by our passion for entertainment and our mission to ‘Imagine More’ for our clients, teams and investors.

www.keywordsstudios.com

Job Summary

We are looking for a Senior IT Support Analyst to drive the evolution of the diverse systems, tools, and infrastructure that keep our game development studio running smoothly. This role encompasses a wide range of responsibilities, including support and management across cloud, infrastructure, networking, and core studio systems.

You’ll act as a senior escalation point for technical issues while contributing to the design, reliability, and improvement of IT systems. This role offers the opportunity to take ownership of complex technical challenges, improve operational stability, and support creative teams in a fast-paced, dynamic production environment. The position will also involve supporting a regional studio setup, with occasional travel between sites as needed.

Key Responsibilities

• Provide 2nd and 3rd line support for complex user, system, and platform issues
• Troubleshoot advanced Windows and macOS problems at OS and application level
• Act as an escalation point for incidents affecting studio productivity
• Balance reactive support with proactive system improvement
• Support and administer cloud infrastructure
• Maintain SaaS platforms such as Microsoft 365, Google Workspace, Jira, Confluence
• Support VPN, secure remote access, and hybrid connectivity
• Contribute to automation efforts across systems, infrastructure, and operations
• Own endpoint management via Intune, JAMF, or similar MDM platforms
• Support backup, recovery, and business continuity solutions
• Participate in cross-environment infrastructure planning and integration
• Automate routine administration using PowerShell, Bash, or Python
• Support and troubleshoot LAN, WAN, and cloud networking
• Configure and maintain VLANs, routing, switching, and Wi-Fi
• Act as a technical escalation point and mentor to junior team members
• Identify opportunities to improve reliability, automation, and user experience
• Lead or actively contribute to technical initiatives across systems, platforms, and service operations
• Ensure technical knowledge is documented and accessible to support effective operations
• Act as a technical escalation point and mentor to junior team members

Requirements:
Required Skills & Experience

• 6+ years experience across IT support, systems, infrastructure, or networking roles
• Strong hands-on experience with Windows and macOS
• Experience with cloud platforms (Azure/Gsuite/AWS preferred)
• Solid networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
• Experience with identity, access management, and endpoint security
• Practical scripting and automation experience
• Proven experience supporting production-critical environments

Preferred / Nice to Have

• Experience in game development, VFX, or creative technology
• Familiarity with Unreal Engine, Unity, Perforce, or build pipelines
• Familiarity with infrastructure-as-code and automation frameworks (Terraform, Ansible, Azure, AWS)
• ITIL, cloud, or networking certifications

Personal Attributes

• Flexible and resilient in a high-volume, fast-moving work environment
• Pragmatic, reliable, and solutions-focused
• Technically curious and hands-on
• Calm and methodical during incidents
• Comfortable owning systems and seeing improvements through
• Enjoys improving systems rather than just maintaining them

Benefits:
• 25 days annual leave + UK Bank Holidays
• Private Medical and Dental cover
• Group Income Protection
• Group Life Assurance
• Employee Assistance Program (EAP)
• Enhanced Employer Pension Contributions
• Cycle Scheme

• Tech Scheme

Role Information: EN

Studio: Keywords Studios

Location: Europe, United Kingdom, Nottingham

Area of Work: IT & Infosec

Service: Support Services

Employment Type: Full Time, Permanent

Working Pattern: Hybrid