IT Onsite Support Engineer

GamblingCareers.com; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

Aristocrat in London is seeking an IT Onsite Support Engineer to deliver 2nd-level onsite support, including device builds, deployments, backups, and refreshes. You will manage incidents via Zoom, support executives, and drive onboarding and knowledge sharing across the IT team.

The role requires strong Windows/AD expertise, Intune/Azure knowledge, and ITSM experience. Collaboration with vendors and internal teams is essential in a fast-paced environment.

Qualifications

• Experience with Windows and Microsoft technologies including AD and endpoint management.
• Strong customer service focus with ability to de-escalate and communicate effectively.
• Experience with ITSM, asset management, and service desks (e.g., ServiceNow).

Responsibilities

• Provide 2nd-level onsite support including device builds, rebuilds, backups, deployments, and tech refreshes.
• Manage service requests and incidents via in-person, email, and Zoom.
• Deliver concierge IT support for executives.
• Facilitate IT inductions for new hires and onboarding.
• Create and maintain KBs and technical documentation to speed resolutions.
• Administer user accounts in Active Directory and other systems.
• Support video conferencing and room AV using Zoom.
• Coordinate with suppliers and internal teams to quote, order, and install equipment.
• Provide remote assistance and apply ITSM, issue tracking, and asset management practices.
• Develop technical processes and procedures for continuous improvement.

Skills

Windows administration

Active Directory

Microsoft Intune

Microsoft Azure

ITSM

ServiceNow

Zoom

Communication skills

De-escalation

Vendor coordination

Education

A+ certification

MCITP

Security+

Network+

ITIL Foundation

Tools

ServiceNow

Zoom

Intune

Azure AD

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.

This job description may have been reviewed and enhanced usingAI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

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.