Global IT Support I

Global IT Support I
Location: Sant Cugat del Valles, Spain
Who We Are…
Wherever there is legalized gambling, jurisdictions have a set of regulations by which manufacturers and operators must adhere to. Any game or system which is released to the public must be able to show that it conforms to the required regulations. To do this, the system must be tested by an independent testing facility. This is where we come in. Since 1989, Gaming Laboratories International (GLI) has been 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 to more than 700 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.

What You Will Accomplish Here…
The Global IT Support I position is a technology generalist role in the IT team and is responsible for ensuring courteous and professional IT end user support is delivered to all employees and clients in their local office. Tasks include setting up, maintaining, and upgrading hardware and software for end user devices, responding to end user needs and to a variety of IT Tickets in a timely fashion. In addition, this role is tasked with asset management, escalation of issues, and assisting global team members when they need assistance.

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, 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

Education, Experience And Skills

• 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 3 years 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 and deadlines
• Must demonstrate a high degree of attention to quality, details, and correctness
• Certification, formal training, education or demonstrated competency in a technical discipline may be evaluated and considered in lieu of the experience requirements

Gaming Laboratories International (GLI) is a gaming company. Any of our employees may be required to obtain a gaming license within one or all 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.