Global IT Support

Location:

Office based in Bangor, North Wales

While providing integrity to the casino and gambling industry for over 37 years, GLI has established an incomparable team of professionals. We are looking for a Global IT Support to support our IT team.

With over 37 years in the industry, Gaming Laboratories International (GLI) is the global leader in the testing and certification of gaming devices and systems. We are proud of our stability and our history of world-class customer service delivery to more than 700 jurisdictions worldwide.

Our employees are at the heart of everything we do, which is why they are our biggest investment. We offer competitive salaries, top-notch benefits and a company culture focused on employee development and career enhancement.

Our team members have the opportunity to communicate and collaborate with colleagues around the world.

The Global IT Support I is responsible for ensuring courteous and professional IT end user support is delivered to all employees and clients in their local office. Higher level Computer Support Specialist’s may serve as a lead by coaching or assisting others, as needed. For this role there will be a requirement to travel and support offices throughout Europe.

This position will effectively support the IT team by focusing on the following:

• Responds to all issues in the IT ticket tracking system in a timely fashion
• Corrects end user issues and reports issues that cannot be corrected in a timely fashion
• Assists IT personnel in other locations with resolving end user issues
• Performs installations and resolves end user support issues within the LAN/WAN environments
• Maintains records, logs and reports of end-user assistance and troubleshooting requests
• Provides hands on training, training materials and documentation for IT applications and/or equipment to employees, when necessary
• Takes ownership of specific application(s) and system(s) areas, as assigned
• Maintains diagrams and other documents regarding the application(s) or system(s) functionality
• Works with Department leaders to gain an understanding of the business need for changes, modifications or new systems to be implemented
• Evaluates interrelationships between systems, identifying how changes may affect other systems
• Maintains confidentiality with regard to the information being processed, stored or accessed
• Provides weekly reports to the IT Manager regarding workload, open projects and issues
• Schedules bi-annual auditing of all Company issued laptops
• Provides maintenance and operation of end user applications including, but not limited to, the Company email system, backup systems, company access user account creation, phone system modifications, create new user accounts and PC set-ups
• Responsible for upholding network security measures set by Company policies
• Maintains a knowledge of remote access products
• Performs other duties as assigned

• Bachelor’s degree in Information Technology or a related technical discipline is required;
  
  Certification, formal training, experience or demonstrated competency may be evaluated and considered in lieu of the educational requirements
• A minimum of 1 year of related experience is required;
• Certification, formal training, education or demonstrated competency be evaluated and considered in lieu of the experience requirements
• Must possess relevant technical skills/certifications in the systems or area specified by management
• Must have a working knowledge of network topology and remote access devices
• Ability to adapt from business to technical communication according to the audience is required
• Must have the ability to assess a situation quickly and help arrive at the best beneficial resolution for all parties involved
• Must have the ability to write professional reports and other business correspondence
• Must have the ability to read, write, speak, understand and communicate in English sufficiently to perform the duties of this position
• Must have the ability to communicate, both orally and in writing, with internal and external parties
• Must have the ability to handle and organize multiple projects…