IT User Support Specialist

Job summary:

The IT User Support role is responsible for providing technical support to end users, managing IT equipment, and ensuring their proper operation throughout their lifecycle.

This position contributes to operational continuity by resolving incidents, handling requests,

and collaborating with internal and external teams, while ensuring asset accuracy and

adherence to IT processes.

Key responsabilities:

• Provides technical support to users (onsite, phone, email, remote), ensuring incidents
  
  
  

and requests are resolved in a timely manner and in line with SLA.

• Prioritizes tickets and requests based on impact and urgency, ensuring timely
  
  
  

handling of critical incidents and proper communication with users.

• Manages tickets from intake to closure (intake, resolution, communication), keeping
  
  
  

status updated.

• Diagnoses and resolves hardware, software, and network issues (including WiFi
  
  
  

connectivity and network access – TCP/IP, DHCP, DNS, VPN, network equipment),

escalating complex cases and following through to resolution.

• Collaborates with internal and external teams (e.g., application support, security,
  
  
  

procurement) by properly escalating requests and following through to resolution.

• Installs, configures, and maintains IT equipment and applications using standard
  
  
  

configurations and security policies for Windows systems and Apple devices (macOS,

iOS), including via Microsoft Intune.

• Configures accounts and equipment for new or existing users (creation, modification,
  
  
  

and deactivation of access and resources).

• Provides basic user support and training on equipment usage and IT security best
  
  
  

practices.

• Creates and maintains support documentation (procedures, guides,
  
  
  

troubleshooting), keeping it up to date and easy to use.

• Performs routine maintenance for IT equipment, including software updates,
  
  
  

patching, functional checks, and periodic physical cleaning (e.g., desktops,

peripherals), in line with internal policies.

• Manages IT equipment and consumables in the asset management platform,
  
  
  

ensuring data updates, user allocation, and traceability, including correlation with

related tickets.

• Manages the IT equipment lifecycle: reception, allocation, transfer, recovery, and
  
  
  

disposal.

• Performs periodic checks between system records and the physical state of
  
  
  

equipment, identifies discrepancies, and ensures proper data updates or escalation,

as appropriate.

• Monitors standard stock levels and signals replenishment needs.
• Ensures proper handover and recovery of equipment to/from users.
• Handles sending IT equipment to service and tracking their status until resolution.
• Continuously develops and maintains the technical knowledge required for the role,
  
  
  

adapting to the technologies and processes used within the company.

• Performs other role-relevant tasks within the scope of professional competencies
  
  
  

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
  
  
  

Benefits:

• Competitive Salary with performance-based bonuses.
• Paid Training to ensure you are well-versed in the company’s quality standards and procedures.
• Perks: Access to a variety of employee benefits, including gym membership and private health care.
• Career Development: Opportunities for growth within a leading international tech company.
  
  
  

Perks:

• Free daily meals.
• Gym benefit after 6 months.
• Private health care insurance.
• “Refer a Friend” Bonus.
• Career Development: Growth opportunities within an international tech company.
  
  
  

Ready to Elevate Your Career? Join ARRISE Today!

About Us

ARRISE is a leading supplier of player-favorite 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 5,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse driven to deliver.