Global IT Systems Engineer - Remote Support & Incident Response

Bally's Corporation; Warwick (RI); On-site; USD 75,000 - 85,000; Full time

Job summary

Bally's Corporation in Warwick, RI seeks an experienced IT service desk professional to provide onsite and remote support to corporate users, VIPs, and senior stakeholders.

You will manage incidents end-to-end, build and patch devices, administer Microsoft 365, identity services, and collaborate with internal teams and vendors to deliver infrastructure projects. Excellent communication and ITIL-aligned practices required.

Qualifications

• Experience supporting remote users and senior stakeholders using helpdesk tools.
• Familiarity with ITIL incident/problem/change processes.
• Ability to troubleshoot DNS, DHCP, TCP/IP, VPNs, and remote-access issues.

Responsibilities

• Resolve complex escalated issues through advanced troubleshooting and root cause analysis.
• Provide timely onsite and remote support to corporate users, VIPs, and senior stakeholders.
• Own incidents through resolution, maintain helpdesk records, meet SLAs, and coordinate with internal teams and vendors.
• Manage secure Windows and macOS device builds, endpoint deployment tools, software packaging, patching, inventory, lifecycle processes, and supporting documentation.
• Administer identity, Microsoft 365, access policies, automation scripts, and remote-access technologies.
• Deliver global infrastructure and technology initiatives from planning and testing through rollout, refresh, and continuous improvement.
• Maintain endpoint security and regulatory compliance, support incident response and vulnerability remediation, and follow ITIL practices.
• Support AV, video conferencing, Microsoft Teams Rooms, and other collaboration platforms.
• Mentor support staff, strengthen cross-team collaboration, maintain technical knowledge resources, and adapt to changing priorities.
• Participate in on-call support, meet SLAs, and contribute to service improvement.

Skills

Interpersonal Skills

Customer Focus

Collaboration

Communication

Detail Oriented

Time Management

Problem solving

Tools

Jira

Job description

Bally's Corporation in Warwick, RI seeks an experienced IT service desk professional to provide onsite and remote support to corporate users, VIPs, and senior stakeholders.

You will manage incidents end-to-end, build and patch devices, administer Microsoft 365, identity services, and collaborate with internal teams and vendors to deliver infrastructure projects. Excellent communication and ITIL-aligned practices required.