IT Onsite Support Engineer in Barcelona

• Handling service requests and incidents via multiple channels: in-person, email, and live Zoom
• meetings.
• Providing concierge services specifically for executives.
• Managing request queues and interacting with business users daily to resolve issues.
• Facilitating IT inductions for new hires to ensure timely access and IT knowledge onboarding.
• Routinely reviewing internal knowledge base articles to identify and address gaps in documentation.

Key priorities include:

• Build and maintain strong relationships with Aristocrat internal customers and the Global Aristocrat IT team.
• Provide professional, high-quality customer service with a strong emphasis on customer experience and de-escalation.
• Perform duties efficiently in a fast-paced, team-oriented environment, prioritizing and managing time and projects effectively.
• Provide 2nd-level onsite support including device builds, rebuilds, backups, deployments, and technology refreshes.
• Provide concierge IT support services for executives.
• Manage service requests and incidents across multiple channels including 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.
• Create, update, escalate, and close incidents and service requests using the ticketing system (ITSM).
• Develop and document technical processes and procedures to support continuous improvement.
• Perform 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.
• Provide remote technical support and use ITSM, issue tracking, and asset management tools effectively.
• Accurately maintain asset records for assignments, repairs, and maintenance.

• Strong emphasis on delivering excellent customer experience and effective de-escalation.
• Solution-oriented, collaborative approach with strong communication and interpersonal skills.
• Ability to rapidly adapt to shifting priorities and work independently with minimal
• supervision.
• Strong focus on continual process improvement.
• Ability to manage multiple tasks in a fast-paced technical environment.
   

Technical Skills:

• Broad technical knowledge across the Microsoft tech stack, IAM, networking and domain services.
• Experience with Office 365, Windows support, and remote technical support tools including Zoom and other video conferencing platforms.
• Familiarity with ITSM, issue tracking, and asset management tools.
• Knowledge of collaboration tools such as Lifesize and Polycom.
• Experience with Active Directory and 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.

• 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 60kg).