IT Support Engineer

Who We Are

Allwyn Lottery Solutions is a global leader in digital lottery and gaming solutions and a proud subsidiary of Allwyn Entertainment Group, a multinational lottery operator with a strong presence in Austria, the Czech Republic, Greece, Cyprus, and Italy.

Our mission is to make play better for all by developing cutting-edge technology that enhances player experiences, drives engagement, and maximizes returns for good causes.

With a strong focus on cloud-based technologies, AI-driven analytics, and responsible gaming, we empower lotteries to reach new players, increase engagement, and drive sustainable growth in the ever-evolving digital landscape.Behind every great lottery experience is a team of experts ensuring seamless operations, strategic growth, and cutting-edge solutions. Our central teams are integral to supporting our technology and gaming innovations with leadership, smart processes, and a commitment to continuous improvement.

These teams play a crucial role in shaping the future of iLottery, focusing on collaboration, efficiency, and growth. We empower our people to make a real impact in a fast-moving, dynamic industry.

What makes this role exciting and challenging

At Allwyn Lottery Solutions, we're not just about luck; we're about innovation, support, and excellence within technology. Our IT Services Team is the backbone that supports our users with its array of systems and cloud platforms, ensuring our operations run smoothly and efficiently. As an IT Support Engineer, you'll be more than just a team member; you'll be an ambassador for IT, playing a pivotal role in the seamless integration of our employees into our digital ecosystem and a key player helping ensure we deliver projects as we continually update our cloud infrastructure.

As part of your everyday responsibilities, you will:

• Triaging and resolving user requests in key systems, including Office 365, Google Workspace, JAMF, and the Atlassian Suite for users working mainly on Apple hardware
• Onboarding new starters with setting up accounts and hardware, through to ensuring they hit the ground running from day one with a customer-centric approach tailored to company requirements
• Involvement in key projects as the company’s network and cloud infrastructure is upgraded and enhanced
• Managing inventory and asset assignment for our team, including remote hardware troubleshooting, logistic management with kit allocation and replacements delivered hand in hand with maintaining our inventory management system
• Provide in-person support in our office in Athens and remote support as well for the remote employees in other countries/offices.
• Technical support and troubleshooting for meeting rooms/All hands, which use the Poly kit with Zoom Room for Interoperability.
• Administer user accounts, permissions, and access controls in various business systems like Active Directory.
• Stay up-to-date with new technologies and services that could improve IT operations.
• Ability to cooperate with third-party vendors to stabilize the lifecycle of our hardware equipment.
• Ability to work in the office at least 2 - 3 days per week

Requirements:
Qualifications, Experience, and Competences:

Minimum Qualifications

• University-level degree (at postgraduate level is a plus) in Computer Science, Information Technology or relevant field of study
• Excellent oral and written communication skills
• Excellent presentation skills
• Excellent command of the English language

Minimum Experience

• A solid background in IT and have worked at least 4 years in an IT-related area.
• Experience with macOS and cloud collaboration tools such as O365, JAMF, Slack, and Atlassian Suite
• Passion for IT, Technology, and for delivering high-quality end-user support
• Ability to understand and explain issues from both technical and user viewpoints
• Passionate about delivering a great user experience by taking a customer-centric approach to end-user support
• Ability to adopt a security-first posture supporting the broader IT team in delivering systems and processes to ISO27001 and WLA standards.
• Networking skills to troubleshoot network connectivity issues. (Tools such as Palo Alto / Cisco Meraki are advantageous )
• Familiarity with cloud environments like AWS
• Familiarity with Unix command line and bash scripting.
• Familiarity with using Git command tools and managing repositories on platforms like GitHub.

Required Competences

• Confident, driven, and dynamic professional
• Results orientation
• Strong problem-solving skills and attention to detail
• Self-motivated, enthusiastic, positive, and the ultimate team player
• Co-Working and Collaboration
• Conflict resolution skills
• Problem-solving skills
• Able to build a trustworthy relationship with internal and external stakeholders
• Creating a problem-solving approach and analytical skills
• Ability to provide constructive Feedback
• Empathy skills, Communication (Active listening, conflict resolution), Inclusiveness

• Decision Effectiveness
• Effective Thinking (Analytical, Forward, Conceptual)
• Growth Mindset (Manage change, Accept feedback, Resilience, Flexible behavior)

• Planning & Organization
• Passionate about quality and bringing value to the project
• Shows initiative
• Eager to learn in a constantly evolving environment - team
• The ability to prioritize and manage time effectively is important.
• Ability to work independently and effectively.
• Ability to provide and maintain documentation where this is needed.
• Ability to work collaboratively with our information security team and HR team.

Benefits:
Unlock the Benefits-Discover What's in for you

• Be part of a dynamic team with enthusiastic experts that will support your talent and growth
• Embark on a journey within a diverse environment full of opportunities and challenges
• Comprehensive onboarding experience designed to facilitate your smooth transition
• Attractive salary and a bonus plan
• Health and life insurance for you and your family
• Well-being allowance
• Monthly lunch allowance
• Developmental 360° feedback framework
• Unlimited Training options and tools
• Extensive leave plan
• Employee Assistance Program with specialized Counselors / Licensed Psychologists
• Enjoyable and stable working environment
• Flexible working arrangements (fully remote/hybrid)
• Modern workspace environment
• Apple equipment and top-notch office technology to support our hybrid working

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimization in the workplace. All employment decisions at Allwyn are based on business needs, job requirements, and individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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