Global IT Support

Gaming Laboratories International, LLC; Bangor; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 holidays per year

Pension Plan

Annual Discretionary Bonus

Monthly team lunches

Diverse workplace with 48 nationalit

Free Tea, Coffee, and soft drinks

Free on-site parking

Job summary

Gaming Laboratories International (GLI) is seeking a Global IT Support I to provide courteous, professional end-user IT support in our Bangor office. The role involves responding to tickets, resolving issues, and assisting IT staff across Europe.

You will maintain documentation, train users, and ensure security measures while supporting LAN/WAN environments and collaborating with global colleagues.

Qualifications

• Bachelor’s degree in Information Technology or related field; equivalent may be considered.
• Minimum 1 year of related IT support experience.
• Ability to adapt technical communication to different audiences.

Responsibilities

• Provide courteous, professional end-user IT support to employees and clients in Bangor.
• Respond to IT tickets in the tracking system in a timely fashion.
• Resolve end-user issues or escalate as needed; assist IT personnel in other locations.
• Install and maintain end-user devices and LAN/WAN connectivity.
• Maintain records, logs, and reports of support activities.
• Create training materials and documentation for IT applications and equipment.
• Provide weekly workload and project reports to IT management.
• Maintain confidentiality and uphold security measures per policy.

Skills

End-user support

LAN/WAN knowledge

English proficiency

Technical reporting

Cross-location collaboration

Education

Bachelor's degree in Information Technology or related technical discipline

Minimum 1 year related experience

Job description

Global IT Support I

While providing integrity to the casino and gambling industry for over 37 years, GLI has established an incomparable team of professionals. We are looking for a Global IT Support to support our IT team.

Location: Office based in Bangor, North Wales

Who We Are…

With over 37 years in the industry, Gaming Laboratories International (GLI) is the global leader in the testing and certification of gaming devices and systems. We are proud of our stability and our history of world-class customer service delivery to more than 700 jurisdictions worldwide.

Why You Should Work Here…

Our employees are at the heart of everything we do, which is why they are our biggest investment. We offer competitive salaries, top-notch benefits and a company culture focused on employee development and career enhancement. Our team members have the opportunity to communicate and collaborate with colleagues around the world.

What You Will Accomplish Here…

The Global IT Support I is responsible for ensuring courteous and professional IT end user support is delivered to all employees and clients in their local office. Higher level Computer Support Specialist’s may serve as a lead by coaching or assisting others, as needed. For this role there will be a requirement to travel and support offices throughout Europe.

This position will effectively support the IT team by focusing on the following:

• Responds to all issues in the IT ticket tracking system in a timely fashion
• Corrects end user issues and reports issues that cannot be corrected in a timely fashion
• Assists IT personnel in other locations with resolving end user issues
• Performs installations and resolves end user support issues within the LAN/WAN environments
• Maintains records, logs and reports of end-user assistance and troubleshooting requests
• Provides hands on training, training materials and documentation for IT applications and/or equipment to employees, when necessary
• Takes ownership of specific application(s) and system(s) areas, as assigned
• Maintains diagrams and other documents regarding the application(s) or system(s) functionality
• Works with Department leaders to gain an understanding of the business need for changes, modifications or new systems to be implemented
• Evaluates interrelationships between systems, identifying how changes may affect other systems
• Maintains confidentiality with regard to the information being processed, stored or accessed
• Provides weekly reports to the IT Manager regarding workload, open projects and issues
• Schedules bi-annual auditing of all Company issued laptops
• Provides maintenance and operation of end user applications including, but not limited to, the Company email system, backup systems, company access user account creation, phone system modifications, create new user accounts and PC set-ups
• Responsible for upholding network security measures set by Company policies
• Maintains a knowledge of remote access products
• Performs other duties as assigned

Education, Experience And Skills

• Bachelor’s degree in Information Technology or a related technical discipline is required; Certification, formal training, experience or demonstrated competency may be evaluated and considered in lieu of the educational requirements
• A minimum of 1 year of related experience is required;
• Certification, formal training, education or demonstrated competency be evaluated and considered in lieu of the experience requirements
• Must possess relevant technical skills/certifications in the systems or area specified by management
• Must have a working knowledge of network topology and remote access devices
• Ability to adapt from business to technical communication according to the audience is required
• Must have the ability to assess a situation quickly and help arrive at the best beneficial resolution for all parties involved
• Must have the ability to write professional reports and other business correspondence
• Must have the ability to read, write, speak, understand and communicate in English sufficiently to perform the duties of this position
• Must have the ability to communicate, both orally and in writing, with internal and external parties
• Must have the ability to handle and organize multiple projects and deadlines
• Must demonstrate a high degree of attention to quality, details, and correctness
• Certification, formal training, education or demonstrated competency in a technical discipline may be evaluated and considered in lieu of the experience requirements

We Offer Excellent Paid Benefits That Include

• 25 holidays per year, plus Bank Holidays
• Pension Plan
• Annual Discretionary Bonus
• Monthly team lunches
• Opportunity to work in a diverse workplace with 48 different nationalities.
• Free Tea, Coffee, and soft drinks
• Free on-site parking

Gaming Laboratories International (GLI) is a gaming services company. Any of our employees may be required to obtain a gaming license within one or all the gaming jurisdictions. If you are requested by GLI to obtain a gaming license, your continued employment may be contingent on your ability to obtain that gaming license.

This job description should not be interpreted as all-inclusive; it is intended to identify the major responsibilities and requirements of the job. The incumbent may be requested to perform other job-related tasks and responsibilities than those stated above.

GLI is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.