IT Onsite Support Engineer

Aristocrat Gaming; Greater London; On-site; GBP 44,000 - 60,000; Full time

Benefits offered by this job

Annual bonuses

Health and wellbeing benefits

Paid time off

Retirement plans

Insurance coverage

Job summary

Aristocrat Gaming in London is seeking an IT Onsite Support Engineer to lead 2nd-level onsite support for global IT efforts, ensuring top-notch customer service and technical knowledge. You will manage device builds, deployments, AD and account administration, plus support Zoom and video conferencing, with a focus on onboarding and ITSM processes.

Join a fast-paced team committed to excellence, with opportunities to work with hardware vendors and contribute to continuous improvement in IT

Qualifications

• Windows and Microsoft technologies expertise, including AD, Intune and Azure.
• Experience with ITSM platforms like ServiceNow.
• Excellent user-support and onboarding skills.
• Experience sustaining knowledge bases and documentation.

Responsibilities

• Provide 2nd-level onsite support including device builds and deployments.
• Manage service requests and incidents via in-person, email, or Zoom.
• Deliver executive IT support and access onboarding for new hires.
• Maintain and improve internal KB and technical docs for faster resolution.
• Administer user accounts in Active Directory and other systems.
• Support video conferencing and room AV tools such as Zoom.
• Collaborate with vendors to quote, order, and install equipment.
• Apply ITSM and asset management tools in daily operations.
• Develop technical processes for continuous improvement.

Skills

Customer experience

De-escalation

Communication

Collaboration

Independent work

Process improvement

Multitasking

Tech-savvy

Education

A+, MCITP

Security+

Network+

ITIL Foundation

Tools

Active Directory

Microsoft Intune

Microsoft Azure

ServiceNow

Zoom

Endpoint management

Job description

Are you eager to become part of a top-tier IT team at Aristocrat, where your career will grow and you will thrive in an inclusive, vibrant setting? Aristocrat's mission is to Bring Happiness to Life Through the Power of Play, and we encourage our employees to perform at their highest level each day. As an IT Onsite Support Engineer located in London, you will lead support for global IT efforts and offer remarkable technical help. This opportunity offers a fast-paced, cooperative work environment where you will be essential in maintaining excellent customer service and technical knowledge.

What You'll Do

• Provide 2nd-level onsite support, including device builds, rebuilds, backups, deployments, and technology refreshes.
• Manage service requests and incidents through various channels: in-person, email, and live Zoom meetings.
• Deliver concierge IT support services specifically for executives.
• Facilitate IT inductions for new hires, ensuring timely access and IT knowledge onboarding.
• Build, update, and improve internal knowledge base (KB) articles and technical documentation to support faster resolution and better knowledge sharing.
• Manage complex administration of user accounts in Active Directory and other business systems.
• Support local and remote video conferencing and collaboration tools, including Zoom.
• Collaborate with hardware suppliers, vendors, and internal teams to quote, order, and install equipment.
• Handle service requests and incidents through various channels, such as Zoom and email.
• Deliver remote technical assistance and apply ITSM, issue tracking, and asset management tools efficiently.
• Develop and detail technical processes and procedures to support continuous improvement.

What We're Looking For

• Strong emphasis on delivering excellent customer experience and effective de-escalation.
• Committed to addressing challenges through collaboration, demonstrating strong communication and interpersonal abilities.
• 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.
• Extensive technical understanding of Windows and Microsoft technologies, including Active Directory and advanced user account administration.
• Strong working knowledge of Microsoft Intune and Microsoft Azure, including endpoint management, identity, access, and cloud-based IT services.
• Experience with remote technical assistance tools, video conferencing, and meeting room AV systems.
• Experience with ITSM, issue tracking, and asset management platforms, including ServiceNow.
• Certifications required or preferred: A+, MCITP (required), Security+, Network+ (plus), ITIL Foundation.

Ready to advance your IT career? Join us at Aristocrat and become part of an ambitious group dedicated to excellence and innovation in the gaming and entertainment industry.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.