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IT Support Engineer
1 year ago
Job Posting Title
IT Support EngineerSummary
Roxor Gaming is looking for a IT Support Engineer to join our growing team in London.
The IT Support Engineer is primarily responsible for acting as a go to point of contact for all IT related queries, service requests, and incidents.
This will involve managing requests, helping users resolve day to day issues, onboarding new employees, supporting various IT projects and initiatives, and otherwise directly contributing to the success of the Global Service Desk team.What You'll Do
- Log, prioritize, and/or respond to requests for service and incidents of service disruption in accordance with agreed service levels (SLAs).
- Provide level 1/2nd line technical support in a friendly and empathetic manner, escalating to more senior colleagues and/or leads/managers when deemed appropriate.
- Follow globally defined policies, processes, and procedures.
- Routinely review knowledge base articles and identify gaps in documentation.
- Facilitate IT inductions for users joining the business to ensure that they can hit the ground running from an IT perspective and have the information they need to succeed and thrive.
- Identify reoccurring problems and present potential solutions.
- Be a trusted source for IT information and wayfinding.
- Ensure that information is accurate and up-to-date in systems of record.
- Build and maintain strong working relationships with other teams.
- Assist regional leads and managers with IT projects and initiatives as needed Provide user assistance via phone, email, walkup, remote support, and virtual smart bar.
- Other duties assigned by management
What We're Looking For
- Experience in a fast-paced service desk or technical support role.
- Experience providing remote technical support.
- Experience with video conferencing tools such as Zoom.
- Experience using ITSM, issue tracking, and/or asset management tools.
- Working knowledge of computing/networking terminology
- Experience supporting Google Workspace (G Suite).
- Experience supporting Mac/macOS.
- Experience supporting Office 365 and Windows.
- ACMT, ACiT, or ACSP certifications.
- Understanding of ITIL guiding principles and practices.
Why Aristocrat?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V
- World Leader in Gaming Entertainment
- Robust benefits package
- Global career opportunities
Our Values
- All about the Player
- Talent Unleashed
- Collective Brilliance
- Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
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