1st/2nd Line Workplace Response Engineer

Reports To: Workplace Response Team Lead
Department: IT Infrastructure
Location: Gibraltar
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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.
  • Managing the timely resolution of all opened calls.
  • Always follow up with customers to ensure all issues have been resolved.
  • Escalate unresolved issues to the 3rd line technical support team.
  • 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.
  • 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.
  • Identify and suggest possible improvements on procedures.
  • Create technical training manuals for software and hardware management.
  • Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’.

Person Specification, Skills, Experience & Qualifications:

  • Actively involved in IT Inductions to all New Starters and ability to train on all corporate IT Tools.
  • Microsoft Technologies (O365, Teams, Active Directory, Azure, Exchange/SharePoint Online, Windows 11 etc.)
  • Apple MacOS builds/deployments.
  • Remote Management/Deployments.
  • Universal Printing.
  • Basic networking skills.
  • Lenovo / Apple hardware.
  • Good understanding of computing systems, mobile devices and virtual desktops.
  • Browser technologies (Edge/Chrome)
  • VPN Proxy solutions.
  • Microsoft Defender End-Point Protection.
  • Intune administration.
  • Fault finding, analysis and technical troubleshooting.
  • Azure Administration.
  • Basic scripting/automation skills.
  • Security concepts.
  • Very strong all-round technical competence.
  • Work well under pressure.

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.