IT Onsite Support Engineer

at  Aristocrat

This position is part of the Onsite Client Services team responsible for delivering local and onsite user support, training, and project delivery. The successful individual will be responsible for providing advanced technical assistance and consultation on various information technology platforms. This ideal candidate will possess the necessary skills to act as a 2nd-level escalation resource and deliver prompt troubleshooting and solutions as per established Global IT Operations procedures. The role requires advanced IT Systems Engineering skills to diagnose and resolve End-User issues and troubleshoot Infrastructure and Application-related anomalies.
This position is an onsite role, requiring 5 days a week in the office to ensure timely support and effective collaboration with the team. The successful candidate will be a hands-on team player who can prioritize and manage time and projects effectively, has a strong customer ethic, and a can-do attitude.
This role will primarily be based at Greystanes with the occasional visit to North Ryde.

EXPERIENCE & QUALIFICATIONS:

• A minimum of 3 years in a similar role.
• Requires an Associate degree in Information Technology or a related field, or its equivalent. Bachelor’s degree preferred.
• A+ and MCITP certifications or equivalent experience are required. Security+, and Network+ are a plus.
• ITIL Foundation Certificate.
• Experience in large Enterprise environment preferred.

TECHNICAL SKILLS:

• Technical knowledge across a broad range of IT disciplines i.e.: Microsoft, Citrix, Cisco, LAN & WAN Technologies. Certifications in the above will be highly advantageous.
• Knowledge of Microsoft Windows PC and Server operating systems is required; Experience in Altiris and Symantec Deployment would be an advantage.
• Knowledge of collaboration technologies e.g. Videoconferencing (Lifesize and Polycom preferred), Yammer, Skype for Business, etc. would be an advantage.
• Mac OS knowledge is a strong advantage.
• Mobile Device Management experience would be an advantage.
• Knowledge of service management tools would be an advantage.

• Build strong relationships with Aristocrat internal customers.
• Build strong relationships with the Global Aristocrat IT team.
• Provides professional, high quality customer service to internal employees.
• Required to perform duties in a fast paced, high intensity and team oriented environment.
• Conducts training with peers and other employees.
• Provides 2nd level onsite support to Aristocrat staff.
• Creates, updates, escalates and closes incidents and service requests utilizing the ticketing system.
• Helps to develop and document technical processes and procedures.
• Escalates all critical IT-related issues accordingly.
• Provide 2nd level support for all aspects of corporate user environments
• PC/laptop, Mobile devices, software installation and other IT delivered services.
• Supports the use of the local videoconferencing, collaboration tools, and audio-visual services.
• Responsible for device builds, rebuilds, backups, deployments and technology refreshes.
• Responsible for advanced administration of user accounts in Active Directory and various other business applications/ systems.
• Maintains, researches, analyses, and troubleshoots issues.
• Ensures deliverables are quality checked and compliant with established operations and security procedures.
• Prepares and delivers physical devices for field deployment or to shipping facilities for delivery to remote users.
• Accurately maintains asset records for assignment, repairs and maintenance. Interacts with hardware suppliers and support personnel for quoting, ordering and replacing new and malfunctioning equipment.
• Interacts with vendors/installers to obtain quotes and oversees installations where required.
• Participates in teams to setup, test and deploy new systems and technology solutions.
• Works in adherence to Security and Infrastructure guidelines and protocols.
• Works quickly and utilizes strong time management, prioritization, and organization and multi-tasking skills.
• Performs other duties as assigned.