IT Support/Helpdesk Technician 1

SciPlay, is a global leader focused in providing an ever-expanding portfolio of robust iGaming and Social Casino solutions to the global gaming industry. To put it simply - we make Mobile and Facebook games that are fun to play, fun to make, and we're growing like crazy! SciPlay's reach is made possible by the expertise of our rock star teams and game makers. Want to be part of a fast-paced company that lands in the Top 1% of Social Casino games? See more details below!

Position Summary

Working within the IT team and closely with other business units you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key Responsibilities: 

• Provide 1st / 2nd / 3rd level remote or face to face IT support services for the local end-users.

• End-User IT Support for workplaces including Windows/Unix/Mac desktops/laptops, printers, IP Phones, smartphones etc.

• Installation, routine maintenance and management of end-user computing devices (desktop, laptop, smartphone and tablet devices); this includes imaging and keeping them up-to-date with management tools

• Fulfil User Account Management requests

• Maintain the proper operation of Training / Meeting rooms

• Liaising with System & Network Administrators for the management & maintenance of Sciplay infrastructure including Servers, Network, Storage & Data Center facility.

• Maintain the asset database and hardware inventory for office; Manage stock of IT Equipment and maintain Lifecyle Management

• Perform the IT Induction to New Hires

• Efficient implementation of changes to services, technologies and processes (IT Projects / IT Tasks)

• Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community

• Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management

• Experience in supporting Executive Stakeholders

• All other duties as assigned.

Requirements: 

• Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS)

• Strong Knowledge of PC hardware

• Strong knowledge and experience with most aspects of fundamental networking/distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP/IP networks, VPN connections)

• Good Knowledge of Group policy, management tools and Encryption

• Strong Knowledge of Microsoft O365 platform and CISCO VC solutions will be considered a plus

• Experience with Jira & Confluence

• Possession of excellent oral and written communication skills, including fluency in oral and written English.

• Problem solving and analytical skills

• Customer service orientation

• Focus on delivery and high tolerance in working under pressure

Qualifications