Global IT Support

Gaming Laboratories; Bangor; On-site; GBP 67,000 - 107,000; Full time

Benefits offered by this job

Pension plan

Annual discretionary bonus

Team lunches

Job summary

Gaming Laboratories International (GLI) in Bangor, North Wales, is seeking a Global IT Support I to support our IT team and travel to partner offices across Europe. The role covers end-user support, network issues, and system maintenance.

Applicants should have a IT-related bachelor’s degree and at least 1 year of experience, with strong English communication skills and the ability to manage multiple tasks while maintaining high-quality outcomes. Competitive salary and benefits are offered.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 1 year of related experience.
• Must possess relevant technical skills/certifications.
• Working knowledge of network topology and remote access devices.
• Proficient in written and spoken English.
• Ability to adapt business and technical communication to the audience.
• Ability to assess situations quickly and resolve issues.
• Ability to write professional reports and business correspondence.
• Must communicate effectively with internal and external parties.
• Must handle multiple projects and deadlines.
• High attention to quality, detail, and correctness.
• Certification, training, or demonstrated competency may be considered in lieu of experience.

Responsibilities

• Respond to IT tickets promptly.
• Resolve end user issues and report unresolved items.
• Assist IT personnel in other locations.
• Installations and troubleshooting in LAN/WAN environments.
• Maintain records and logs of support requests.
• Provide training materials and documentation for IT applications.
• Own specific applications/systems as assigned.
• Maintain diagrams/documents of functionality.
• Collaborate with leaders to understand business needs for changes.
• Evaluate system interrelationships and impact of changes.
• Maintain confidentiality of information.
• Provide weekly workload and project reports to IT Manager.
• Schedule bi-annual laptop audits.
• Maintain IT applications, emails, backups, user accounts, and PC setups.
• Uphold network security measures.
• Maintain knowledge of remote access products.
• Perform other duties as assigned.

Skills

Network topology knowledge

Technical report writing

English proficiency

Problem solving

Time management

Education

Bachelor's degree in Information Technology or related field

Tools

LAN

WAN

IT ticketing system

Remote access devices

Job description

Salary: £67,000 - 107,000 per year

Requirements

• Bachelors degree in Information Technology or a related technical discipline is required; certification, formal training, experience, or demonstrated competency may be considered in lieu of the educational requirements.
• A minimum of 1 year of related experience is required; certification, formal training, education, or demonstrated competency may be 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.
• Must be able to adapt business and technical communication according to the audience.
• Must be able to assess situations quickly and help arrive at the best resolution for all parties involved.
• Must be able to write professional reports and other business correspondence.
• Must be able to read, write, speak, understand, and communicate in English sufficiently to perform the duties of the position.
• Must be able to communicate, both orally and in writing, with internal and external parties.
• Must be able to handle and organize multiple projects and deadlines.
• Must demonstrate a high degree of attention to quality, detail, and correctness.
• Certification, formal training, education, or demonstrated competency in a technical discipline may be considered in lieu of the experience requirements.

Responsibilities

• Respond to all issues in the IT ticket tracking system in a timely fashion.
• Correct end user issues and report issues that cannot be corrected in a timely fashion.
• Assist IT personnel in other locations with resolving end user issues.
• Perform installations and resolve end user support issues within LAN/WAN environments.
• Maintain records, logs, and reports of end-user assistance and troubleshooting requests.
• Provide hands‑on training, training materials, and documentation for IT applications and/or equipment to employees when necessary.
• Take ownership of specific application(s) and system(s) areas, as assigned.
• Maintain diagrams and other documents regarding application(s) or system(s) functionality.
• Work with department leaders to understand business needs for changes, modifications, or new systems to be implemented.
• Evaluate interrelationships between systems and identify how changes may affect other systems.
• Maintain confidentiality with regard to information being processed, stored, or accessed.
• Provide weekly reports to the IT Manager regarding workload, open projects, and issues.
• Schedule bi-annual auditing of all company-issued laptops.
• Provide maintenance and operation of end user applications including company email, backup systems, user account creation, phone system modifications, new user accounts, and PC setups.
• Uphold network security measures set by company policies.
• Maintain knowledge of remote access products.
• Perform other duties as assigned.

Technologies

• Support
• LAN
• Network
• Security

More

We are Gaming Laboratories International (GLI), a global leader in the testing and certification of gaming devices and systems with over 37 years of experience in the industry. Based in our Bangor, North Wales office, this Global IT Support I role supports our IT team and requires travel to support offices throughout Europe. We offer competitive salaries, excellent paid benefits including 25 holidays per year plus Bank Holidays, a pension plan, an annual discretionary bonus, monthly team lunches, free tea, coffee, and soft drinks, and free on-site parking. Our people are at the heart of everything we do, and we foster a culture focused on employee development, career enhancement, collaboration across a diverse workplace with 48 nationalities, and world-class customer service for more than 700 jurisdictions worldwide.