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Computer Support Specialist I

2 weeks ago

Adelaide Region SA, Australia Gaming Laboratories International Full time

While providing integrity to the casino and gambling industry for over 33 years, Gaming Laboratories International (GLI) has established an incomparable team of professionals. Join a global market leader in the gambling industry while leveraging and growing your experience with providing IT user support in a fast-paced, and dynamic environment. A Computer Support Specialist is a critical member of our global service desk team responsible for exemplifying our culture, assisting customers with problems, and assigning correct technicians to service calls. Your primary responsibility is to support our APAC Offices based from our Adelaide office, but as your skills grow, you will be able to support team members around the world.

Who is GLI?
With over 33 years in the industry, Gaming Laboratories International 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 480 jurisdictions worldwide.

Why You Should Work Here
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 communicate and collaborate with colleagues around the world.

What You Will Accomplish Here

**This position will primarily focus on the following**:

- Provide hardware break-fix services for technology equipment and prepare equipment for replacement, or onboarding
- Work in-person and remotely with end users to resolve basic IT, basic copier/printer, or network related issues
- Work with other teams to resolve issues
- Escalate pertinent calls to the relevant IT team members and manage tickets to assure timely resolution
- Support asset and inventory management activities
- Utilizing our Service Desk ticketing system to document work, progress, and resolutions
- Ensuring ticket work notes are updated in a timely manner
- Meet response requirements during the ticket life cycle
- Complete and close out of all tickets by proofreading tech notes, and verifying for accuracy and completeness
- Write documentation and train our global end users
- Monitor daily activities making sure calls are being handled in a timely manner

**Education, Experience, and Skills**:

- Bachelor’s degree in information technology or a related technical discipline is required. However, certifications, formal training, experience, or demonstrated competency may be evaluated and considered in lieu of the educational requirements
- 1-2 years of experience supporting customers in a business environment
- Experience in a help desk, service desk, IT support role is a huge plus
- Must possess relevant technical skills/certifications in the systems or area specified by management
- Requires reliable transportation and active driver’s license and ability to travel.
- Must be proficient in troubleshooting problems and communicating and documenting solutions in writing and orally
- Experience in working in end user environments, server rooms and communications rooms
- Must be able to assist in troubleshooting issues and understand network terminology
- 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 handle and organize multiple projects and deadlines
- Must demonstrate a high degree of attention to quality, details, and correctness

Gaming Laboratories International (GLI) is a gaming services company. Any of our employees may be required to obtain a gaming license within one or all of the gaming jurisdictions. If you are requested by GLI to obtain a gaming license, your continued employment may be contingent on your ability to obtain that gaming license.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The incumbent may be requested to perform other job-related task and responsibilities than those stated above.

GLI is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability