IT Onsite Support Engineer

Position:
IT Onsite Support Engineer

Company:
Aristocrat

Location:
Bulgaria, Sofia

Employment type:
Full time

Work Arrangement:
Onsite

Short Summary:
Join Aristocrat's top-tier IT team as an IT Onsite Support Engineer in Sofia, where you will provide exceptional technical support and contribute to a vibrant work environment.

Responsibilities:
- 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.
- 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.

Requirement:
- 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.

Benefits:
- Join an ambitious group dedicated to excellence and innovation in the gaming and entertainment industry.
- Opportunities for career development and pathways to advance your IT career.