IT Helpdesk Engineer

pragmaticplay; Bogotá ciudad; Presencial; COP 66.960.000 - 100.440.000; Jornada completa

Descripción de la vacante

ARRISE seeks an experienced IT Support Engineer to serve as an on-site System Administrator, handling end-user IT queries via Teams, Outlook, Jira Service Desk, and maintaining Windows/macOS devices, Active Directory, Microsoft 365, Intune, and SharePoint.

The role requires 3+ years in a similar position, strong networking and troubleshooting skills, and English proficiency. Bachelor’s in IT/CS; on-site role in Bogotá, Colombia, with growth opportunities within the company.

Formación

• Bachelor’s degree in IT, CS, or related field.
• 3+ years in system/network IT support or admin roles.
• Strong knowledge of Active Directory, Microsoft 365, Intune, SharePoint.
• Excellent Windows and macOS support across devices.
• English professional proficiency.

Responsabilidades

• Be the single IT contact via Teams, Outlook, Jira Service Desk.
• Log, categorize, and manage support requests with SLA adherence.
• Install and maintain Windows/macOS devices and apps including Intune.
• Configure new user accounts and access rights.
• Provide 1st/2nd line support for hardware, software, printers, and mobile devices.
• Manage Active Directory, Microsoft 365, Intune, and SharePoint.
• Own incidents, monitor progress, and escalate when needed.
• Coordinate with external vendors for advanced issues.
• Maintain IT asset inventory and onboarding/offboarding docs.
• Prepare user guides and basic end-user training.

Conocimientos

Active Directory

Microsoft 365

Intune

SharePoint

Windows

macOS

Networking

Troubleshooting

Customer service

English proficiency

Educación

BSc/BA in Information Technology or Computer Science

MCSA certification (advantage)

Herramientas

Jira Service Desk

Descripción del empleo

About Us

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which includes Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting‑edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.

Our global team of talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.

At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success. To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.

Responsibilities:

• Serve as the single point of contact for end users for all IT‑related queries and incidents via Microsoft Teams, Outlook, Jira Service Desk, and other approved communication channels.
• Log, categorize, prioritize, and manage support requests within the Jira Service Desk system, ensuring accurate documentation and timely resolution.
• Installs, configures, and maintains IT equipment and applications using standard configurations and security policies for Windows systems and Apple devices (macOS, iOS), including via Microsoft Intune.
• Configures accounts and equipment for new or existing users (creation, modification, and deactivation of access and resources).
• Provide 1st and 2nd line technical support, troubleshooting hardware and software issues across Windows, macOS environments, desktops, laptops, printers, and mobile devices.
• Support and maintain core IT infrastructure, including Active Directory, Microsoft 365 (Exchange Online, Intune, SharePoint Online), and local area network (LAN) services.
• Take full ownership of assigned incidents and service requests, proactively monitoring progress, providing regular updates, and ensuring resolution within agreed service levels.
• Diagnose and resolve technical issues efficiently using all available troubleshooting tools and resources, escalating when necessary.
• Coordinate with external vendors and third‑party support providers for issues requiring advanced or specialized assistance.
• Maintain and manage IT asset inventory, including hardware lifecycle tracking and onboarding/offboarding documentation and handovers.
• Support procurement processes for IT equipment and software, including recommendations, ordering, and deployment.
• Deliver a high standard of customer service, adhering to IT service management best practices and internal service level agreements (SLAs).
• Develop and maintain user guides, knowledge base articles, and support documentation to empower staff with self‑service resources.
• Provide basic end‑user training and guidance on Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and other business systems as required.
• Continuously develops and maintains the technical knowledge required for the role, adapting to the technologies and processes used within the company.
• Performs other role‑relevant tasks within the scope of professional competencies

Requirements:

• This is a fully on‑site role. Permanent in‑office presence is required to support effective collaboration and hands‑on technical support.
• Proven experience in a similar role such as System Administrator, Network Administrator, or IT Support Engineer of at least 3 years
• Strong practical experience with Active Directory, Microsoft 365, Intune, and SharePoint is mandatory.
• Advanced knowledge of Windows and macOS operating systems, including support of desktops, laptops, printers, and mobile devices. Linux is nice to have.
• Solid understanding of networking concepts and infrastructure, including LAN/WAN environments, routers, and switches.
• Experience working with databases and maintaining IT platforms across multiple operating systems.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent verbal and written communication skills, with a customer‑focused mindset.
• Bachelor’s degree (BSc/BA) in Information Technology, Computer Science, or a related field. Relevant professional certifications (e.g., Microsoft Certified Systems Administrator – MCSA) are an advantage.
• English proficiency at professional level.