Desktop Support Engineer

Roxor Gaming Limited; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading gaming technology provider in London is seeking an IT Support Specialist for the Service Delivery team. The role involves providing advanced technical assistance, managing service requests, and ensuring exceptional customer service. Ideal candidates will have strong communication skills, relevant IT certifications, and a collaborative approach. Opportunities for professional development and continued support are provided.

Qualifications

• Experience in delivering excellent customer experience with a focus on de-escalation.
• Ability to rapidly adapt to shifting priorities in a technical environment.
• Broad technical knowledge of the Microsoft tech stack, IAM, networking services.

Responsibilities

• Provide onsite user support and advanced technical assistance.
• Manage service requests and incidents through multiple channels.
• Facilitate IT inductions for new hires effectively.

Skills

Customer service excellence

Problem-solving

Communication skills

Collaboration

Adaptability

Education

A+ Certification

MCITP Certification

Security+ Certification

Network+ Certification

ITIL Foundation

Tools

Microsoft Office 365

Active Directory

Zoom

ITSM tools

Job description

Social network you want to login/join with:

This position is part of the Service Delivery team responsible for local and onsite user support, training, and project delivery. The successful individual will provide advanced technical assistance and consultation on various IT platforms, acting as an escalation resource for prompt troubleshooting and solutions in line with Global IT Operations procedures.

In addition, this role includes key responsibilities aligned with a centralised global shared service desk, such as:

• Handling service requests and incidents via multiple channels: in-person, email, and live Zoom meetings.
• Providing concierge services specifically for executives.
• Managing request queues and interacting with business users daily to resolve issues.
• Facilitating IT inductions for new hires to ensure timely access and IT knowledge onboarding.
• Routinely reviewing internal knowledge base articles to identify and address gaps in documentation.

The role requires advanced IT Systems Engineering skills to diagnose and resolve end-user issues, troubleshoot infrastructure and application anomalies, and support remote technical assistance.

Key priorities include:

• Build and maintain strong relationships with Aristocrat internal customers and the Global Aristocrat IT team.
• Provide professional, high-quality customer service with a strong emphasis on customer experience and de-escalation.
• Perform duties efficiently in a fast-paced, team-oriented environment, prioritizing and managing time and projects effectively.
• Provide 2nd-level onsite support including device builds, rebuilds, backups, deployments, and technology refreshes.
• Provide concierge IT support services for executives.
• Manage service requests and incidents across multiple channels including Zoom and email.
• Facilitate IT inductions for new hires and assist with IT onboarding processes.
• Review and update internal knowledge base articles to ensure accuracy and fill documentation gaps.
• Create, update, escalate, and close incidents and service requests using the ticketing system (ITSM).
• Develop and document technical processes and procedures to support continuous improvement.
• Perform advanced administration of user accounts in Active Directory and other business systems.
• Support use of local and remote video conferencing and collaboration tools, including Zoom.
• Collaborate with hardware suppliers, vendors, and internal teams to quote, order, and install equipment.
• Participate in teams for system setup, testing, and deployment of new technologies.
• Work in adherence to security and infrastructure guidelines and protocols.
• Assist regional leads and managers with IT projects and initiatives as needed.
• Provide remote technical support and use ITSM, issue tracking, and asset management tools effectively.
• Accurately maintain asset records for assignments, repairs, and maintenance.

What We're Looking For

About You

• Experience & Qualifications: Strong emphasis on delivering excellent customer experience and effective de-escalation. Solution-oriented, collaborative approach with strong communication and interpersonal skills. Ability to rapidly adapt to shifting priorities and work independently with minimal supervision. Strong focus on continual process improvement. Ability to manage multiple tasks in a fast-paced technical environment.
• Technical Skills: Broad technical knowledge across the Microsoft tech stack, IAM, networking and domain services. Experience with Office 365, Windows support, and remote technical support tools including Zoom and other video conferencing platforms. Familiarity with ITSM, issue tracking, and asset management tools. Knowledge of collaboration tools such as Lifesize and Polycom. Experience with Active Directory and advanced user account administration. Mobile Device Management experience is advantageous. Certifications required or preferred: A+, MCITP (required), Security+, Network+ (plus), ITIL Foundation. Experience supporting Google Workspace (G Suite) is beneficial.
• Physical, Mental and Environmental Demands: Primarily office/production setting with manual dexterity and some domestic travel. Ability to lift and move equipment as required, including heavy lifting and pushing/pulling carts (up to 140 pounds).