1st/2nd Line Workplace Response Engineer (Isle of Man/Malta)

Reports To: Workplace Response Team Lead
Department: IT
Location: Isle of Man/Malta
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Key Responsibilities / Duties:

  • Serve as the first point of contact for customers seeking technical assistance.
  • Provide 1st and 2nd line technical support for hardware and software issues.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Ensure all calls are logged into the Incident Handling solution and progress notes are added to all calls.
  • Ensure that all customers receive a 1st response within 15 minutes.
  • Managing the timely resolution of all opened calls.
  • Always follow up with customers to ensure full resolution of issues.
  • Direct unresolved issues to the next level of support personnel.
  • Always deliver exceptional customer service.
  • Follow-up and update customer status and information.
  • Proactively managing problem calls through to completion in a timely basis.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Work well under pressure.
  • Working on multiple issues at the same time (multi-tasking).
  • Pro-actively identifying potential problems and issues, taking ownership and putting forward a plan for resolution.
  • Identification of potential opportunities to replace or implement new solutions or equipment at sites.
  • Sharing your technical knowledge on troubleshooting and diagnosing problems.
  • Identify and suggest possible improvements on procedures.
  • Writing, editing, and revising training manuals for new and updated software and hardware.
  • Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.

Person Specification, Skills, Experience & Qualifications:

​​​​​​​A deep understanding of the following technologies is a must:

  • Actively involved in IT Inductions to all New Starters and ability to train in IT Tools
  • Microsoft Technologies (O365, Teams, Active Directory, Azure, Exchange, Windows 10 etc.)
  • Apple workstation builds/imaging.
  • Remote Management/Deployments
  • Network Print services
  • Basic Networking skills
  • Lenovo Hardware
  • Good understanding of computer systems, mobile devices and other tech products.
  • Browser technologies (IE/Chrome)
  • Cisco Skills (VOIP, Networking, General Telecoms)
  • MDM solutions e.g. Intune / WorkspaceONE’
  • Microsoft Defender End-Point Protection
  • Fault finding, analysis and technical troubleshooting
  • Under the hood desktop operating system skills.
  • Apple OS X workstation and Server
  • Azure Administration
  • Networking and firewalls concepts
  • Basic scripting/automation skills
  • Backup technology
  • Desktop Virtualisation
  • Security concepts
  • Very strong all-round technical competence

What you can expect:

  • We encourage employee development.
  • We reward initiative.
  • Success is contagious here and we celebrate it!
  • We use state of the art technology.
  • We embrace IT challenges!

We have an awesome multi-cultural work environment.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.