This position is part of the Onsite Client Services team responsible for local and onsite user support, training, and project delivery. Offer advanced technical support on IT platforms, as a 2nd-level contact, following Global IT Operations protocols.

In addition, this role includes key responsibilities aligned with a centralized global shared service desk, such as:

• Handling service requests and incidents via multiple channels: in-person, email, and live Zoom meetings.
• Providing concierge services specifically for executives.
• Handling request queues and interacting with business users daily to resolve issues.
• Facilitating IT inductions for new hires to ensure timely access and IT knowledge onboarding.

The role requires IT Systems Engineering skills to diagnose and resolve end-user issues, seek infrastructure and application anomalies, and support remote technical assistance.

Key priorities include:

• Build and maintain strong relationships with Aristocrat internal customers and the Global Aristocrat IT team.
• Provide professional, high-quality customer service with a strong emphasis on customer experience and de-escalation.
• Perform duties efficiently in a fast-paced, team-oriented environment, prioritizing and managing time and projects.
• Provide 2nd-level onsite support including device builds, rebuilds, backups, deployments, and technology refreshes.
• Provide concierge IT support services for executives.
• Facilitate IT inductions for new hires and assist with IT onboarding processes.
• Review and update internal knowledge base articles to ensure accuracy and fill documentation gaps.
• Build, update, raise, and close incidents and service requests using the ticketing system (ITSM).
• Develop and detail technical processes and procedures to support continuous improvement.
• Perform administration of user accounts in Active Directory and other business systems.
• Support use of local and remote video conferencing and other tools, including Zoom.
• Collaborate with hardware suppliers, vendors, and internal teams to quote, order, and install equipment.
• Participate in teams for system setup, testing, and deployment of new technologies.
• Work in alignment to security and infrastructure guidelines and protocols.
• Assist regional leads and managers with IT projects and initiatives as needed.
• Accurately maintain asset records for assignments, repairs, and maintenance.

About You

• Experience & Qualifications:

o Strong emphasis on delivering excellent customer experience and effective de-escalation.
o Emphasizing collaboration, with good communication and interpersonal skills.
o Ability to rapidly adapt to shifting priorities and work independently.
o Shown focus on continual process improvement.

o Ability to run multiple tasks in a fast-paced technical environment.

• Technical Skills:

o Broad technical knowledge across Microsoft, Citrix, Cisco, LAN & WAN technologies.
o Experience with Office 365, Windows support, and remote technical support tools including Zoom and other video conferencing platforms.
o Familiarity with ITSM, issue tracking, and asset management tools.
o Knowledge of collaboration tools such as Lifesize, Polycom, and LG.
o Experience with Active Directory and user account administration.
o Mobile Device Management experience is advantageous.
o Certifications required or preferred: A+, MCITP (required), Security+, Network+ (plus), ITIL Foundation.

o Experience supporting Google Workspace (G Suite) is beneficial.

• Physical, Mental and Environmental Demands:

o 100% working from the office. Occasional traveling to other company sites.
o Primarily office/production setting with manual dexterity and some domestic travel.
o Ability to lift and move equipment as required, including heavy lifting and pushing/pulling carts (up to 140 pounds).

In addition, this role includes key responsibilities aligned with a centralized global shared service desk, such as:

• Handling service requests and incidents via multiple channels: in-person, email, and live Zoom meetings.
• Providing concierge services specifically for executives.
• Handling request queues and interacting with business users daily to resolve issues.
• Facilitating IT inductions for new hires to ensure timely access and IT knowledge onboarding