IT Helpdesk Engineer
ARRISE is seeking an IT Helpdesk Engineer to serve as the single point of contact for all IT-related queries and incidents. The role involves providing 1st and 2nd line technical support across various operating systems and hardware, while maintaining core IT infrastructure and ensuring high standards of service delivery.
The successful candidate will manage support requests through established ticketing systems, monitor incident progress, and coordinate with external vendors when necessary. This position requires a proactive approach to troubleshooting, asset management, and the development of knowledge base resources to support end-users.
- Serve as the single point of contact for all IT-related queries and incidents via Microsoft Teams, Outlook, Jira Service Desk, and other approved communication channels.
- Log, categorize, prioritize, and manage support requests within the Jira Service Desk system, ensuring accurate documentation and timely resolution.
- Provide 1st and 2nd line technical support, troubleshooting hardware and software issues across Windows, macOS, Linux environments, desktops, laptops, printers, and mobile devices.
- Support and maintain core IT infrastructure, including Active Directory, Microsoft 365 (Exchange Online, Intune, SharePoint Online), and local area network (LAN) services.
- Take full ownership of assigned incidents and service requests, proactively monitoring progress, providing regular updates, and ensuring resolution within agreed service levels.
- Diagnose and resolve technical issues efficiently using all available troubleshooting tools and resources, escalating when necessary.
- Coordinate with external vendors and third-party support providers for issues requiring advanced or specialised assistance.
- Maintain and manage IT asset inventory, including hardware lifecycle tracking and onboarding/offboarding documentation and handovers.
- Support procurement processes for IT equipment and software, including recommendations, ordering, and deployment.
- Deliver a high standard of customer service, adhering to IT service management best practices and internal service level agreements (SLAs).
- Develop and maintain user guides, knowledge base articles, and support documentation to empower staff with self-service resources.
- Provide basic end-user training and guidance on Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and other business systems as required.
- Strong practical experience with Active Directory, Microsoft 365, Intune, and SharePoint (required).
- Advanced knowledge of Windows, macOS, and Linux operating systems, including support of desktops, laptops, printers, and mobile devices (required).
- Proven experience in a similar role such as System Administrator, Network Administrator, or IT Support Engineer (required).
- Solid understanding of networking concepts and infrastructure, including LAN/WAN environments, routers, and switches (required).
- Experience working with databases and maintaining IT platforms across multiple operating systems (required).
- Strong troubleshooting, analytical, and problem-solving skills (required).
- Excellent verbal and written communication skills, with a customer-focused mindset (required).
- Bachelor degree (BSc/BA) in Information Technology, Computer Science, or a related field (required).
- Relevant professional certifications (e.g., Microsoft Certified Systems Administrator MCSA) (nice-to-have).
- English proficiency at intermediate level or higher (B1+) (required).
- Basic knowledge of Polish (A2 or higher) (nice-to-have).
- Long-term employment.
- Flexible timetable.
- Comfortable working conditions.
- Paid vacation and sick leaves.
- English lessons.
- Gym.
- Competitive salary level.
Pragmatic Play is a leading content provider to the iGaming industry, delivering a multi-product portfolio of online slots, live casino, bingo and virtual sports to operators worldwide. Founded in 2015 and headquartered in Gibraltar, it releases new titles at a high cadence and is certified across numerous regulated markets. It operates as part of the ARRISE group, which runs the live-casino studios and operational hubs across Europe, the Middle East and Latin America that power its games.