IT Onsite Support Engineer
Aristocrat is looking for an IT Onsite Support Engineer based in Sofia to lead support for global IT efforts and offer remarkable technical help. This opportunity offers a fast-paced, cooperative work environment where the successful candidate will be essential in maintaining excellent customer service and technical knowledge.
The role involves providing 2nd-level onsite support, managing service requests and incidents through various channels, and delivering concierge IT support services specifically for executives. The engineer will also facilitate IT inductions for new hires and build, update, and improve internal knowledge base articles and technical documentation.
Responsibilities include managing complex administration of user accounts in Active Directory and other business systems, supporting video conferencing and collaboration tools, and collaborating with hardware suppliers and vendors. The role also requires developing and detailing technical processes and procedures for continuous improvement.
- 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.
- Strong emphasis on delivering excellent customer experience and effective de-escalation (required).
- Committed to addressing challenges through collaboration, demonstrating strong communication and interpersonal abilities (required).
- Ability to rapidly adapt to shifting priorities and work independently with minimal supervision (required).
- Strong focus on continual process improvement (required).
- Ability to manage multiple tasks in a fast-paced technical environment (required).
- Extensive technical understanding of Windows and Microsoft technologies, including Active Directory and advanced user account administration (required).
- Strong working knowledge of Microsoft Intune and Microsoft Azure, including endpoint management, identity, access, and cloud-based IT services (required).
- Experience with remote technical assistance tools, video conferencing, and meeting room AV systems (required).
- Experience with ITSM, issue tracking, and asset management platforms, including ServiceNow (required).
- A+ certification (required).
- MCITP certification (required).
- Security+ certification (preferred).
- Network+ certification (preferred).
- ITIL Foundation certification (required).
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.