IT Support Specialist

THE COMPANY

KRAFTON is dedicated toidentifyingand publishing games worldwide that offer a uniquely enjoyable experience crafted by our globally recognized production studios known for their distinctive creativity. We continuously push the boundaries of gaming enjoyment by embracing new challenges and technologies and expanding our platforms and services to captivate an even larger fan base. Best known for the genre-defining worldwide sensation PUBG: Battlegrounds our stellar studios based across the globe include PUBG Studios Striking Distance Studios Unknown Worlds Bluehole StudioRisingWingsand collaboration with our passionate and driven team we strive toestablishourselves as a renowned creator of masterpieces in the global gaming market.

THE OPPORTUNITY

We are seeking an IT Support Specialist to join the KRAFTON Americas IT team and serve as the primary IT support resource for Eleventh Hour Games (EHG) a KRAFTON studio. This is a KRAFTON Americas / KA IT position reporting into KA IT with EHG as the primary supported studio.

The role will help EHGoperatewithin the KRAFTON technology ecosystem by providing day-to-day IT support workstation and endpoint administration equipment handling user access coordination security follow-through and escalation coordination with KA IT and HQ IT.

ROLE STRUCTURE AND PRIMARY FOCUS

This position is embedded in KA IT and will be trained managed and supported by the KA IT team. The primary day-to-day focus is EHG support; however because the role is part of KA IT the employee may also support broader KA IT needs as assigned when priorities allow. Likewise when EHG support needs exceed what one person canreasonably manage KA IT will provide escalation support backup coverage andadditionalassistance.

RESPONSIBILITIES

• Serve as the primary IT point of contact for EHG users for technicalassistance equipment requests access coordination andissuetriage.
• Provide hands-on and remote support for Windows 10/11 macOS Linux peripherals mobile devices and user productivity tools.
• Diagnose and resolve technical hardware software network VPN and account-related issues escalating to KA IT HQ IT Security Network or Systems teams as needed.
• Provision configure deploy ship receive andmaintainworkstations laptops loaner/travel equipment monitors peripherals and other EHG support hardware.
• Maintainaccurateasset inventory and lifecycle records for EHG-supported equipment in alignment with KA IT procedures and audit requirements.
• Support procurement warranty repair replacement return and disposal workflows for EHG hardware and software requests.
• Perform or coordinate approved user lifecycle and access administration in Active Directory identity platforms endpoint management tools and service admin consolesin accordance withKA/HQ IT standards.
• Apply KRAFTON security requirements and endpoint standards to EHG workstations including device compliance endpoint protection patching VPN and baseline configuration.
• Support applications common to game development and remote studio operations including Perforce Unreal Engine Parsec VPN collaboration tools and other studio-specific software.
• Assistwith onboarding and offboarding for EHG employees and contractors including account readiness device setup software access and equipment recovery.
• Act as an IT liaison between EHG KA IT HQ IT and other KRAFTON technology teams to ensure requests are routed tracked and resolved appropriately.
• Document support processes standard operating procedures knowledge-basearticles asset records and ticket updates clearly and consistently.
• Identifyand recommend improvements to EHGsupportworkflows equipment handling procurement asset management onboarding and request intake.
• Provide Audio Visual and conference room support as needed including projectors conferencing equipment meeting peripherals and related user support.
• Participate in KA IT projects and provide broader KA IT support as directed when business priorities and EHG support needs allow.
• Coordinate with KRAFTON global offices and HQ IT teams whenrequiredto align with global IT standards access controls and operational practices.

QUALIFICATIONS

• 3 years of experience working in an IT support IT operations desktop support systems support or similar role.
• BS in Computer Science MIS Information Technology or similar field preferred; technology certifications and/or equivalent work experience may be used in place of a degree.
• Strong knowledge of Windows and macOS operating systems application support troubleshooting and endpoint administration.
• Working knowledge of Linux and Windows Server environments.
• Experience with Active Directory identity and access management concepts group membership permissions and user lifecycle support.
• Experience with endpoint and device management tools such as IntuneJamf SCCM or similar platforms.
• Strong knowledge of networking principles and technologies including DNS DHCP VLANs VPN wireless firewalls and general LAN/WAN troubleshooting.
• Experience with incident management request management change management documentation and ticketing systems such as ServiceNow Jira Service Management or similar tools.
• Ability to support remote and distributed users while also managing physical equipment inventory staging storage and shipment workflows.
• Excellent problem-solving skills with the ability to prioritize multiple requests communicate status clearly and manage follow-through across teams.
• Excellent communication customer service teamwork andstakeholder-managementskills.
• Comfort working with administrative access and sensitive systems in a security-conscious environment.
• Detail-oriented organized and able to work independently or in a team setting.
• Ability to lift pull and/or carry up to 50 lbs.

PREFERRED QUALIFICATIONS

• Experience supporting game development studios creative production teams or other technical content-creation environments.
• Experience with Perforce Unreal Engine Parsec VPN technologies and other game development or remote-work tooling.
• Juniper Palo Alto or similar network/security platform experience.
• Microsoft AppleJamf Intune CompTIA or equivalent systems/support certification.
• Experience supporting remote-first or distributed teams including hardwarelogisticsand endpoint support for users in multiple locations.
• Experience working in a global IT environment with HQ regional and studio-level stakeholders.

WORKING EXPECTATIONS

• Onsite presence at the KRAFTON Americas office is expected 5 days per week to support equipment storage staging inventory shipping/receiving and other physical IT workflows.
• The role will primarily support EHG while remaining part of the KA IT team and following KA IT direction standards priorities and escalation procedures.
• Occasional after-hours or adjusted-hours support may be needed for urgent incidents onboarding/offboarding needs global coordination or production-impacting issues.