Join Aristocrat, where innovation and quality come together! As a member of our Onsite Client Services team, you will be crucial in providing top-tier IT support and solutions. Our goal is to spread happiness through the power of play. You will help guarantee our internal customers enjoy a seamless technology experience that supports their success. This is your opportunity to join a driven and outstanding team, with daily chances to learn and develop!
What You'll Do
- Build and maintain positive relationships with Aristocrat internal customers and the Global Aristocrat IT team.
- Deliver professional, high-quality customer service focusing strongly on customer experience and conflict resolution.
- Carry out responsibilities effectively in a dynamic, collaborative setting, prioritizing and organizing time and projects efficiently.
- Provide 2nd-level onsite support including device builds, rebuilds, backups, deployments, and technology refreshes.
- Provide concierge IT support services for executives.
- Handle service requests and incidents through various channels such as Zoom and email.
- 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, bring up, and close incidents and service requests using the ticketing system (ITSM).
- Develop and detail technical processes and procedures to support continuous improvement.
- Manage advanced administration of user accounts in Active Directory and other business systems.
- Support use of local and remote video conferencing and collaboration 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 adherence to security and infrastructure guidelines and protocols.
- Assist regional leads and managers with IT projects and initiatives as needed.
- Deliver remote technical assistance and apply ITSM, issue tracking, and asset management tools efficiently.
- Accurately maintain asset records for assignments, repairs, and maintenance.
What We're Looking For
- Strong focus on providing outstanding customer service and skillful conflict resolution.
- Committed to addressing challenges through cooperation, with clear communication and strong interpersonal abilities.
- Ability to rapidly adapt to shifting priorities and work independently with minimal supervision.
- Strong focus on continual process improvement.
- Ability to handle several tasks simultaneously in a rapidly changing technical setting.
Technical Skills
- Broad technical knowledge across Microsoft, Citrix, Cisco, LAN & WAN technologies.
- Experience with Office 365, Windows support, and remote technical assistance tools such as Zoom and other video conferencing platforms.
- Experience with ITSM, issue tracking, and asset management systems.
- Knowledge of collaboration tools such as Lifesize and Polycom.
- Experience managing Active Directory and performing advanced user account administration.
- Mobile Device Management experience is advantageous.
- Certifications required or preferred: A+, MCITP (required), Security+, Network+ (plus), ITIL Foundation.
- Experience supporting Google Workspace (G Suite) is beneficial.
Physical, Mental and Environmental Demands
- Primarily office/production setting with manual dexterity and some domestic travel.
- Ability to lift and move equipment as required, including heavy lifting and pushing/pulling carts (up to 140 pounds).
Join us at Aristocrat and be part of a team that values innovation, collaboration, and excellence. We look forward to seeing how your outstanding skills and experience can contribute to our mission of bringing happiness to life through the power of play!
This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.
Compensation Philosophy
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
