IT Onsite Support Engineer

In this IT Onsite Support Engineer role in London, you will lead second-level onsite support and executive IT concierge services to maintain top-tier customer experience. You will work within a fast-paced, collaborative environment supporting global IT efforts and ensuring seamless technical operations. You will build and refresh devices, manage user access, and maintain knowledge resources while partnering with vendors to install equipment. Your work supports continuous improvement of IT processes and contributes to Aristocrat’s mission to Bring Happiness to Life Through the Power of Play.

• comprehensive pay and benefits package
• annual bonuses and incentives
• health and wellbeing benefits
• paid time off
• retirement plans
• insurance coverage

• Provide 2nd-level onsite support including device builds, rebuilds, backups, deployments, and technology refreshes
• Manage service requests and incidents via in-person, email, and Zoom
• Deliver concierge IT support for executives
• Facilitate IT inductions for new hires and ensure timely access and onboarding
• Create and improve internal knowledge base articles and technical documentation
• Administer user accounts in Active Directory and other systems
• Support video conferencing and collaboration tools (Zoom) locally and remotely
• Collaborate with hardware suppliers, vendors, and internal teams to quote, order, and install equipment
• Handle service requests and incidents through Zoom and email
• Provide remote technical assistance and utilize ITSM, issue tracking, and asset management tools
• Develop and document technical processes and procedures for continuous improvement

• Strong focus on delivering excellent customer experience and de-escalation
• Collaborative mindset with strong communication and interpersonal abilities
• Ability to adapt to shifting priorities and work independently
• Commitment to continual process improvement
• Ability to manage multiple tasks in a fast-paced technical environment
• Extensive knowledge of Windows and Microsoft technologies, including Active Directory
• Strong working knowledge of Microsoft Intune and Microsoft Azure (endpoint management, identity, access, cloud services)
• Experience with remote assistance tools, video conferencing, and meeting room AV systems
• Experience with ITSM, issue tracking, and asset management platforms (e.g., ServiceNow)
• Certifications: MCITP (required); A+ and Security+/Network+ (preferred); ITIL Foundation

• customer-centric mindset
• effective de-escalation
• collaboration and teamwork
• Windows and Microsoft technologies
• Active Directory administration
• Microsoft Intune