Gaming Laboratories International (GLI) has an opportunity within our global Information Technology team based out of our Adelaide, Australia location. The Global Support Specialist is a critical member of our 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, but as your skills grow, you will be able to support team members around the world.
Who We Are…
Gaming Laboratories International (GLI) has been the global leader in the testing and certification of gaming devices and systems since 1989. A major part of what we do is test and certify gaming devices and systems. Our clients are gaming regulators, suppliers and operators in over 700 jurisdictions around the world. We are proud of our stability and our history of world-class customer service delivery to those jurisdictions worldwide. We operate in multiple countries including Australia, USA, Canada, Netherlands and many more.
Why You Should Work Here…
Our employees are at the heart of everything we do, which is why they are our biggest investment.
Gaming Laboratories offer:
- Competitive salaries, including annual salary reviews
- Top-notch benefits, including employee of the month and anniversary awards
- Ongoing training & professional development opportunities
- Opportunities for career enhancement
What You Will Accomplish Here…
This is a fast-paced, dynamic position and an ideal fit for someone who loves learning, loves to serve, thrives on wearing many hats to support others, and ultimately optimize our productivity. You will have an opportunity to troubleshoot issues and provide users with self-service knowledge on all applications, including desktop and laptop systems, connectivity issues, voice issues, software, and video conferencing applications. You will also be able to collaborate with peers to complete helpdesk tickets, emails, and phone calls to ensure timely responses to all users.
Duties and responsibilities include, but are not limited to:
- 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
- Answer multiple incoming tickets, emails, chats, and text messages from end users
- 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
Experience, Education, Skills, and Credentials:
- 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
- 2-4 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 have a good understanding of Microsoft Windows, and Microsoft Office applications
- 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
Location: This is an in-person, full-time position based out of Adelaide, south of the CBD.
Schedule: Normal hours are Monday through Friday, 37.5 hours per week
Travel: Minimal to no travel is required.
This advertisement 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
