it support

THE SCOPE

With more than 30 years of history, today Gaming1 is one of the international leaders in both land-based and online games of chance (casino games, sports betting and poker). Its evolution at the heart of innovation is accompanied by a diversification and specialization of positions, with the creation of new cutting-edge jobs. As part of its sustained growth, Gaming1 is looking for an IT Support to join its Digital Workplace Team.

As an IT Support Specialist, you will be responsible for executing day-to-day support activities for employees across the organization, following and adapting established procedures related to software, SaaS platforms, and hardware.

The role involves dedicating approximately 25% of the time to resolving local IT issues within the Romanian office, and 75% to addressing remote support requests from employees located at HQ1 Belgium and other international offices.

This person will be the main point of contact for employees in Romania and will serve as the liaison with the headquarters, ensuring smooth communication and coordination between the local office and the central teams. The person will also act as the primary contact for the Office Shared Center.

Occasional travel within Europe (1 to 2 times per year) is expected as part of the role.

YOUR ROLE

You will primarily manage Digital Workplace Service Desk operations, ensuring timely and effective resolution of incidents and service requests while maintaining a high level of service quality and user satisfaction.

Digital work environment

• Set up, Configure, and Deploy IT equipment (workstations, peripherals, printers, network equipment, etc.)
• Participate in proactive asset management.
• Manage user access rights for the various platforms and services following pre-defined processes
• Provide user training

Technical Support

• Assist in diagnosing and resolving tickets related to the employees' Digital Workplace.
• Ensure timely and effective resolution tickets (e.g., incidents, service requests) raised in the ITSM system within the defined SLA agreements.
• Ensure and maintain a prominent level of G1 employee satisfaction and experience.
• Keep stakeholders informed of progression on their tickets raised.
• Work in a direct collaboration mode with the Digital Workplace Engineers on the resolution of complex tickets that require L2 escalation.
• Ensure compliancy by following set procedures under the scope of Digital Workplace

Asset Management

• Maintain an asset catalog of IT equipment (Laptops, Phones, Monitors, Peripherals,) and an application catalog for all software products and licenses in use.
• Managing the lifecycle of the hardware and software assets by updates, renewal, or replacement

Documentation and communication

• Participate in the drafting and updating of IT procedures
• Provide suggestions based on field experience and participate to continuous improvement
• Communicate service disruption when the business is impacted

Additional responsibilities

• Manage building access control systems and user permissions
• Oversee application access control and user provisioning
• Serve as primary contact for IT and network suppliers/vendors
• Serve as primary contact for technical coordination for office facility-related matters

YOUR PROFILE

• Bachelor's degree or equivalent professional experience
• Minimum of 3 years' experience in IT support, ideally within a Service Desk environment
• Certifications (a strong plus):
• ITIL v4 Foundation
• Microsoft (MD-102, MS-900, AZ-900)

• ACP-120 – Jira Administration for Cloud

• Operating systems: Proficient in Windows 11 and macOS; basic knowledge of Linux is a plus

• Hardware management: Installation, configuration, and maintenance of PCs, laptops, printers, and other peripherals
• Networking & connectivity: Solid understanding of IP, VPN, Wi-Fi, LAN, MFA and related troubleshooting
• Support & diagnostics: Proven ability to analyze and resolve technical issues efficiently
• Comfortable working in a fast-paced, dynamic environment
• Strong listening skills and a customer-centric mindset
• Resilient under pressure; able to maintain composure in stressful situations
• Proactive, responsive, and results-oriented
• Fluent in English and French is plus

WHAT WE OFFER

As well as having a unique experience - centered around our values of pleasure, team spirit, performance, boldness and integrity - alongside 1.600 employees around the world, we offer:

• the opportunity to contribute to the international development of a family company
• the chance to take part in a human and entrepreneurial adventure within a solid group
• a friendly work environment that is adapted to reaching optimal performance
• leadership by talents, values, trust and autonomy
• the opportunity to progress and specialize with our internal mobility system
• a competitive salary package linked to the Romanian market
• to ensure the highest quality of service, the employee is expected to work on-site five days per week

THE INTERVIEW PROCESS