IT Onsite Support Engineer

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.

The successful candidate will be a hands-on team-player who can prioritize and manage time and projects effectively and has a strong customer ethic and can-do attitude.
This role will primarily be based at Greystanes with the occasional visit to North Ryde.

What You'll Do

• 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.

What We're Looking For

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.

Key Competencies:

• Strong customer focus and attention to detail.

• Strong communication and interpersonal skills.

• Problem-solving and analytical skills.

• A self-starter, self-motivated, and works with minimum supervision.

• Ability to collaborate with immediate and extended support teams

• Ability to work in a fast-paced technical environment with strong multi-tasking skills required.

• Situational awareness, active listening, and a fast learner.

• Strong focus on continual process improvement.

• The ability to rapidly adapt to shifting priorities is critical.

Physical, Mental, and Environmental Demands:

• Assigned duties are accomplished primarily in an office/production setting.  Must be able to maneuver around an office/production setting, work at a desk/workstation and respond to written and oral cues. 

• Must have the manual dexterity to operate a computer and other necessary office/production equipment.

• Some domestic travel will be required.

• Ability to walk 6,000-8,000 steps per day and climb 12-15 flights of stairs across the office, production areas, or warehouse.

• Must be capable of lifting, carrying, and transporting IT equipment, including PCs, monitors, and other hardware, across the warehouse or designated areas for installation and maintenance, adhering to safety protocols.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 25%