IT User Support Specialist

Tech

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About us:
 
ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry.
We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.
This role is with the ARRISE group powering Pragmatic Play.

 

Responsibilities:

• Provide technical support and assistance to users in person or via phone or email.
• Diagnose and resolve technical issues related to software, hardware, and network
connectivity (good understanding of network concepts, including TCP/IP, DHCP,
DNS, VPN, routers, switches, and firewalls).
• Install, configure, and maintain computer systems, software, and peripherals.
• Collaborate with IT team members to escalate and resolve complex technical
issues.
• Create and maintain documentation for IT processes, procedures, and
troubleshooting steps.
• Train users on software applications, hardware usage, and IT security best
practices.
• Assist in the setup and configuration of new user accounts and equipment.
• Monitor and respond to IT support tickets in a timely manner, ensuring SLAs are
met.
• Perform routine maintenance tasks, such as software updates and system
backups.
• Stay up-to-date with emerging technologies and IT trends to provide proactive
support and recommendations.
• Utilize Microsoft Intune for end-user device management, application deployment,
and endpoint security.

Requirements:

• 2+ years of experience in IT support or a related field.
• Excellent communication and customer service skills.
• Experience with troubleshooting hardware, software, and network issues.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency in Microsoft Office Suite and other common business applications.
• Familiarity with Microsoft Intune for mobile device management and endpoint
security.
• Ability to work independently and as part of a team in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician
(MCDST), or equivalent are a plus.
• Familiarity with ITIL framework and help desk ticketing systems (e.g., Jira) preferred.

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