IT Onsite Support Engineer

About the Position

Aristocrat Leisure Limited is a global entertainment and gaming content creation company powered by technology. We are seeking an IT Onsite Support Engineer to join our team in London. This role requires full-time presence at Aristocrat’s London office and supports an EMEA-wide remit. 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.

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.
  • Fix and resolve issues relating to Windows, macOS, Microsoft 365, mobile devices, printers, workplace technology, and meeting room environments.
  • Ensure tickets are correctly logged, prioritised, updated, and resolved in line with agreed service levels.
  • Support joiner, mover, and leaver processes, including device preparation, account access, equipment recovery, and onboarding support.

• Modern Workplace, Cloud & Infrastructure Support

  • Support and administer Microsoft Intune, 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.
  • Assist with infrastructure-related incidents, working with existing Infrastructure, Service Desk, and specialist teams to investigate, document, bring up, and resolve issues appropriately.

• 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.
  • Build, update, and maintain clear user documentation, including support guides, process documents, endpoint build standards, infrastructure information, device configuration details, and knowledge base articles.

• Projects and Continuous Improvement

  • Participate in IT projects, office moves, technology refreshes, infrastructure upgrades, endpoint management improvements, and regional service improvement initiatives.
  • Identify recurring issues and suggest improvements to reduce repeat incidents and improve the user experience.

• Security, Compliance and Governance

  • Follow Aristocrat IT security policies, standards, and procedures.
  • Assist with security-related tasks such as device compliance, patching, endpoint protection, phishing awareness, vulnerability remediation, and policy enforcement.

Requirements

• 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, Microsoft Azure, and Microsoft 365 technologies.
• 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 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.
• 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.

Nice to Have

• Experience with Jamf, Windows Autopilot, or other endpoint provisioning, deployment, and hardware administration tools.
• PowerShell scripting or automation experience.
• 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.

We Offer

• Competitive salary range of £25,685 - £47,702 per year.
• Comprehensive benefits package designed to support your wellbeing and recognise your contribution.
• Opportunity to work in a dynamic and innovative global entertainment and gaming content creation company.

About the Company

Aristocrat Leisure Limited is a global entertainment and gaming content creation company powered by technology. Our three reporting segments comprise regulated land-based gaming (Aristocrat Gaming), Social Casino (Product Madness), and regulated online real money gaming (Aristocrat Interactive). We offer a diverse range of products and services, including electronic gaming machines, casino management systems, online real money games, including iLottery, as well as free-to-play mobile games, that serve customers and entertain millions of players worldwide every day.