IT Onsite Support Engineer
Aristocrat Gaming · Sofia, Sofia-City, Bulgaria
Gambling Facilities and Casinos · 5,001-10,000 employees
About the role
The engineer will provide 2nd-level onsite technical support, including device builds, deployments, and executive concierge services. They are also responsible for managing user accounts, maintaining technical documentation, and facilitating IT inductions for new hires.
What they look for
Requirements
Candidates must have extensive experience with Windows, Microsoft Intune, Azure, and Active Directory, along with proficiency in ITSM and asset management tools. A strong commitment to customer service and the ability to work in a fast-paced environment are essential, with specific certifications like MCITP required.
Full 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 Sofia, 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. Apply today and help us bring happiness to millions of players worldwide!
Travel Expectations
None
Additional Information
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
