Engineer (Global Service Desk)
hace 4 semanas
Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide.
We are looking to hire a Service Desk Engineer to join our global team in Technology.
This is a challenging, fast-paced and exciting environment, with plenty of opportunities to influence and grow the technology area.
The Service Desk Engineer will be working in a 24/7 role that is able to interpret user problems and requests and be able to use their industry experience to provide solutions and assess possible side effects.
The Service Desk Engineer responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution whilst providing first line investigation and diagnosis.
The Service Desk Engineer will also assist with the development and application of standards and best practices.
Key Responsibilities: Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhering to all service management principles.
Provide technical support on end-user computing hardware and peripherals in an office, answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.
Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application.
Track and list all issues and resolutions in accordance with the team's Key Performance Indicators for MITR and MTTR.
Follow standard operating procedure when triaging or troubleshooting a user issue.
Provide Technical Support & Access Administration on the following technologies: End-user computing hardware i.e.
PC / Laptop and peripherals, Google Workspace, JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the company, Endpoint Security Tools, Telephony Administration, and familiarity with OKTA SSO.
Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfill requests from end users.
Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in-house.
Participate in post-incident reviews relating to end-user incidents & problems and assist in identifying enhancements and optimization to improve user experience.
Contribute to a high level of customer satisfaction and be able to handle difficult situations.
Ability to work on a rotational shift pattern.
Required Qualifications: List of skills we think you need: Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS and SMTP) PC Software and browser troubleshooting skills are required.
Working Experience in administering & supporting MS Windows technologies and/or Linux environments such as Ubuntu.
Working Experience with Google Workspace.
Working Experience with Service Management or Ticketing Tools.
Proven communication skills, written and verbal.
Able to address all levels within the organisation and has the ability to address conflicts constructively.
Ability to read & analyse business processes, procedures, training material.
Strong analytical & problem-solving abilities.
Service oriented demeanor is a must.
List of skills we'd love you to have: Experience with Service Delivery, Incident Management, Change and Problem Management Process.
Experience with ITIL methodologies, end-to-end support and/or related practices.
We warmly invite applications in English.
Diversity & Inclusion at Sportserve At Sportserve, we are deeply committed to fostering a diverse and inclusive workplace.
We believe in building a team that reflects a wide array of backgrounds, skills, and perspectives.
Embracing diversity not only enriches our work culture but also drives innovation and excellence.
We are proud to be an equal opportunity employer, where everyone's contribution is valued and respected.
If you're passionate about technology and looking to start your career in an international, forward-thinking Sports Betting company, we'd love to hear from you.
Apply now to become part of our exciting journey
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