THE OPPORTUNITY
The Unknown Worlds (UW) IT Operations team provides centralized, Studio-level IT services for both UW. Our team delivers day-to-day employee support, infrastructure design, cloud operations, security / compliance, and specialized game-development tooling support (Perforce, Unreal Engine). This role lives at the intersection of operations and projects: you’ll be hands-on with incident response and ticketing while owning medium-to-large projects that standardize and harden UW into Krafton’s environment. Expect a fast-moving, collaborative team supporting ~180 users across multiple time zones, close partnership with Dev and QA, and ownership of critical launch-window reliability work.
This is a REMOTE Contract role based out of the UK.
RESPONSIBILITIES
- Triage and resolve Tier-1 and Tier-2 support tickets across Windows, macOS, and common Linux endpoints.
- Image, provision, and enroll workstations into MDM (Intune/Jamf) and maintain asset inventory.
- Perform routine Active Directory / Okta account lifecycle tasks (create, disable, password reset, group adds).
- Assist with device staging, shipping/receiving, and onsite/remote device troubleshooting for UW and SDS staff.
- Execute patching, endpoint checks, and basic EDR/AV triage; escalate complex incidents to senior engineers.
- Follow and improve runbooks and documentation; update ticket notes and close with clear resolutions.
- Support scheduled device refresh activities (help end users migrate data, enroll devices, validate application access).
QUALIFICATIONS
- Minimum 1–2 years hands-on IT support experience
- Solid desktop support fundamentals: Windows 10/11 administration; basic macOS and Linux familiarity.
- Experience with imaging/provisioning tools and MDM enrollment (Intune, Jamf, or SCCM).
- Basic Active Directory and identity lifecycle tasks; familiarity with SSO/Okta a plus.
- Ticketing system experience (Jira Service Desk, ServiceNow, or similar) and clear written ticketing habits.
- Basic networking understanding (DNS, DHCP, VLAN concepts, Wi-Fi troubleshooting).
- Comfortable following runbooks, documenting steps, and escalating appropriately.
- Strong customer service skills, patient communicator, and coachable able to work with creative teams and remote users.
PREFERRED QUALIFICATIONS:
- Entry/mid certificates preferred but not required: CompTIA A+ or Network+; Microsoft Modern Desktop Associate; Jamf Certified Associate or Intune fundamentals.
- Internship or coursework in IT support, systems, or networking is a plus.
- Experience supporting remote/international users and coordinating across time zones.
- Familiarity with basic automation or scripting (PowerShell, simple Python) to speed repetitive tasks.
- Prior exposure to device refresh programs, asset tagging, or large imaging rollouts is advantageous.
- Comfortable working with senior engineers on escalation and following direction in a fast-paced studio environment.
Reasonable Accommodation
KRAFTON Americas is committed to the full inclusion of all qualified individuals. As part of this commitment, the Company will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to apply for an open position, perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the HR Talent team at KRAFTON Americas, to begin the interactive process.
EEOC statement
KRAFTON Americas provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.
Due to recent scams, our recruiters will only reach out to you via @sds.com, @krafton.com, @unknownworlds.com or @pubg.com. If you received an email and are unsure you can always email [email protected].
We make games that are accessible and engaging for players all over the world. We believe in hiring and supporting the most talented and creative people of diverse backgrounds. That support includes annual professional development and home office stipends, as well as paid time off for volunteer/non-profit work. Join us and be a part of our growing and innovative studio.
Unknown Worlds Entertainment, Inc. is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
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