IT Onsite Support Engineer

This job is with Aristocrat, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

This role requires full-time presence at Aristocrat’s London office. It also supports an EMEA-wide remit and works closely with several teams. Reporting directly to the IT Service Delivery Manager, the successful candidate will deliver high-quality hands-on support across end-user services, infrastructure support, workplace technology, cloud services, endpoint management, meeting room technology, documentation, audit, and initiatives aimed at improving service quality. This is a true dual-role position suited to someone who is confident handling responsibilities involving both Service Desk and Infrastructure Support functions. The ideal applicant is encouraged to balance hands-on user support alongside broader technical duties. They will collaborate with IT teams across regions and globally to ensure local support matches global standards, processes, and service expectations. The role requires a strong customer-service approach, solid technical skills to fix issues, and attention to detail. It also needs the ability to work effectively with internal IT teams, external vendors, and business partners.

Location and Regional Scope

This role is 100% office-based and will be full-time from Aristocrat’s London location. Although London-based, the role will support EMEA-wide activities when needed. It will provide local hands-on assistance, technical input, and support for blocking issues. The role also involves documentation, audit support, and contributing to service improvements while collaborating with IT groups at regional and global scales.

Key Responsibilities

Service Desk and End-User Support

• Provide 1st, 2nd, and where appropriate 3rd line technical support to Aristocrat users across office, remote, and hybrid working environments.
• Respond to incidents and service requests via ServiceNow, video call/phone, email, remote support tools, and walk-up support channels.
• Fix and resolve issues relating to Windows, macOS, Microsoft 365, mobile devices, printers, workplace technology, and meeting room environments, including video conferencing platforms, collaboration tools, room-based AV systems, conferencing bars, cameras, microphones, touch panels, and associated meeting room hardware.
• Ensure tickets are correctly logged, prioritised, updated, and resolved in line with agreed service levels.
• Take ownership of support issues that have been brought up, ensuring users are kept informed throughout the lifecycle of the ticket.
• Support joiner, mover, and leaver processes, including device preparation, account access, equipment recovery, and onboarding support.
• Provide support for VIP users and key business collaborators where required.
• Maintain a professional, helpful, and customer-focused approach at all times, ensuring users receive a positive support experience through clear communication, ownership, empathy, and timely follow-up.

Modern Workplace, Cloud & Infrastructure Support

• Support and administer Microsoft Intune as a key priority, including device enrolment, compliance policies, configuration profiles, application deployment, endpoint security baselines, and device lifecycle management.
• Support Microsoft Azure and related cloud services, including identity, access, security, infrastructure, and modern workplace services.
• Support endpoint management on Windows, macOS, and mobile platforms, ensuring devices are secure, compliant, patched, and accurately configured.
• Support Microsoft 365 services, including Teams, Exchange Online, SharePoint, OneDrive, and related collaboration tools.
• Assist with infrastructure-related incidents, working with existing Infrastructure, Service Desk, and specialist teams to investigate, document, bring up, and resolve issues appropriately.
• Collaborate with the broader Global Infrastructure group to assist with network fix activities, including TCP/IP, DNS, DHCP, VLANs, VPNs, wireless connectivity, switches, routers, and firewalls.
• Collaborate alongside the Global Infrastructure group to support cloud-based services, migrations, integrations, and improvement activities, ensuring local requirements and EMEA considerations are clearly understood and represented.
• Work alongside Infrastructure, Service Desk, and endpoint management teams to help maintain and improve device management processes, including imaging, deployment, device compliance, application packaging, software distribution, and endpoint configuration.
• Assist with infrastructure maintenance activities, including endpoint updates, monitoring, backup checks, patching support, operational health checks, and follow-up actions.
• Support disaster recovery and business continuity activities in collaboration with the worldwide infrastructure team, including documentation, testing, local validation, issue tracking, and improvement actions.

Documentation, Audit and Knowledge Management

• Assist with auditing the current IT environment, including hardware, software, endpoint configuration, support processes, infrastructure dependencies, asset records, and existing documentation.
• Identify gaps in current documentation, processes, technical standards, and support information.
• Build, update, and maintain clear user documentation, including support guides, process documents, endpoint build standards, infrastructure information, device configuration details, and knowledge base articles.
• Contribute to the creation and improvement of internal KB articles to support faster resolution, improved information access, and reduced repeat blocking issues.
• Ensure documentation remains accurate, accessible, and consistent with IT standards across regional and international levels.
• Support improvements to asset tracking, device records, ticket quality, operational reporting, and audit readiness.

Projects and Continuous Improvement

• Participate in IT projects, office moves, technology refreshes, infrastructure upgrades, endpoint management improvements, and regional service improvement initiatives.
• Support the rollout of new hardware, software, systems, and IT processes across Aristocrat locations.
• Identify recurring issues and suggest improvements to reduce repeat incidents and improve the user experience.
• Work closely alongside regional and global IT teams to guarantee support processes are consistent, scalable, and aligned with wider IT standards.
• Contribute to improving IT service delivery, ticket quality, asset accuracy, documentation, and operational efficiency.
• Support EMEA-wide initiatives as needed, offering local input, technical support, and hands-on assistance from the London office.

Security, Compliance and Governance

• Follow Aristocrat IT security policies, standards, and procedures.
• Support access management processes, ensuring user permissions are appropriate, approved, and consistent with business requirements.
• Assist with security-related tasks such as device compliance, patching, endpoint protection, phishing awareness, vulnerability remediation, and policy enforcement.
• Ensure IT assets are supervised, managed, and maintained accurately throughout their lifecycle.
• Support audit, compliance, and reporting requirements where required.
• Contribute to maintaining a secure, documented, and well-managed IT environment across the London office and wider EMEA region.

Skills and Experience Required

• Previous experience working in a Service Desk, Desktop Support, Infrastructure Support, Modern Workplace, or similar IT support role.
• Good experience in fixing issues across PC and Apple operating systems, Microsoft cloud services, handheld gadgets, conference room systems, and general business applications.
• Solid practical experience with Microsoft Intune, encompassing endpoint enrollment, compliance policies, application deployment, configuration profiles, endpoint security, and device management.
• Strong working knowledge of Microsoft Azure and cloud-based IT services.
• Experience supporting Microsoft 365 technologies, such as Teams and Exchange Online, SharePoint, OneDrive, and associated teamwork solutions.
• Good understanding of identity and access management, user permissions, security groups, conditional access concepts, and cloud-based access controls.
• Good knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless, switching, and firewall concepts.
• Experience supporting laptops, desktops, mobile devices, printers, meeting rooms, AV equipment, and workplace technology.
• Experience using ITSM tools such as ServiceNow or similar ticketing platforms.
• Ability to build and maintain high-quality documentation, including help center content, support processes, technical guides, audit records, and operational procedures.
• Experience reviewing, auditing, and documenting existing IT environments, processes, assets, and support standards.
• Ability to manage and prioritise multiple tickets, tasks, and support requests.
• Good communication skills, with capacity to explain technical information clearly to both technical and non-technical users.
• A proactive approach to problem solving, ownership, continuous improvement, service quality, and user experience.
• Capable of working independently while also collaborating closely with existing EMEA and worldwide IT teams.

Desirable Skills

• Experience with Jamf, Windows Autopilot, or other endpoint provisioning, deployment, and hardware administration tools.
• PowerShell scripting or automation experience.
• Experience with Zoom Rooms, Teams Rooms, AV systems, or conference room technology.
• Experience with backup monitoring tools, patch management, and vulnerability remediation.
• Knowledge of ITIL processes, including incident, request, problem, and handling updates or modifications.
• Microsoft, Apple, Cisco, CompTIA, VMware, or other relevant technical certifications.
• Background in a global enterprise IT environment.
• Experience supporting regional IT operations across multiple countries or business units.

Personal Attributes

• Customer-focused, professional, and approachable.
• Good sense of ownership and accountability.
• Calm under pressure and able to manage competing priorities.
• Confident working across responsibilities in both Help Desk and Infrastructure Support roles.
• Collaborative and able to work efficiently with colleagues across different regions and time zones.
• Diligent, with a solid focus on documentation, process, audit readiness, and service quality.
• Proactive in identifying improvements and reducing avoidable issues.
• Comfortable performing a hands-on, office-based support role while also contributing to broader regional and worldwide technology initiatives.

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.

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.