IT Onsite Support Engineer

Aristocrat is a global leader in gaming content and technology and a top publisher of free-to-play mobile games. The company operates three business units including regulated land-based games (Aristocrat Gaming), social casino (Product Madness), and regulated real-money online gaming (Aristocrat Interactive). It employs over 7300 people worldwide.

• Strong focus on user service quality and effective de-escalation skills
• Ability to solve problems collaboratively with good communication and interpersonal skills
• Adaptability to changing priorities and ability to work independently with limited supervision
• Commitment to continuous process and service improvement
• Good organizational skills and ability to manage multiple tasks in a dynamic technical environment
• Broad technical knowledge of Windows systems and Microsoft technologies including Active Directory and advanced user account administration
• Excellent knowledge of Microsoft Intune and Microsoft Azure, particularly device and endpoint management, identity, access, and cloud IT services
• Experience with remote support tools, video conferencing systems, and AV solutions in conference rooms
• Experience with ITSM platforms and ticketing and asset management systems including ServiceNow
• Required certification: MCITP; additional certifications such as A+, Security+, Network+, and ITIL Foundation are advantageous

• Provide second-level onsite IT support including preparation, configuration, reinstallation, backups, deployment, and replacement of devices
• Handle incidents and requests via various channels such as direct contact, email, and online meetings
• Provide individual IT support to management staff
• Conduct IT onboarding for new employees ensuring timely access to systems and hardware and delivering essential IT environment knowledge
• Create, update, and maintain knowledge base articles and technical documentation to support issue resolution and knowledge sharing
• Manage user accounts in Active Directory and other business systems including complex administrative tasks
• Support local and remote video conferencing and collaboration solutions including Zoom
• Collaborate with hardware suppliers, external partners, and internal teams for cost estimation, ordering, configuration, and installation of hardware
• Provide remote technical support and efficient use of ITSM tools, ticketing, and IT asset management systems
• Develop and document technical processes and procedures to support continuous improvement of IT services

Depending on the position, registration with the Nevada Gaming Control Board (NGCB) and/or other regulatory bodies in jurisdictions where Aristocrat operates may be required.