Associate Tech Support Engineer Leeds 2024

The UK&I Tech Support Teams support employees predominantly from the UK&I brands, including; Paddy Power, Betfair and Sky Betting & Gaming.

You will be working within a small and friendly team with colleagues across multiple locations.

The Tech Support Team is crucial to facilitate the smooth operations of the wider business.

The Associate Tech Support Engineer is an individual who will be the first point of contact for all end user incident and request management. The role is hands on in managing our end user requests, issues and problems and to help with deployment and support of our corporate systems.

Your role 

This role is for a dedicated, self-motivated, technical professional with a strong customer service focus. The purpose of the role is to provide a high level of technical support for the existing Windows and Apple based infrastructure, hardware and software as well as mobile phones, printers etc to our end users across all sites. The individual is responsible for providing a world-class level of customer service and IT Support to our business. In addition to IT support, the role may also involve procurement of IT hardware and software as required for the end users.

A general knowledge and understanding of IT Support environments with some previous experience or background in this area is essential.

This role can be based at any of our offices and might require travel to our other office locations.

Key accountabilities and responsibilities

• Providing proactive technical support for all our colleagues via various methods (walk-ups, desk side, chat support, remote support. etc)
• Taking ownership for logging all reported incidents and requests onto the ITSM tool and escalating to other teams as required
• Supporting the end users before, during and after any office moves to ensure that all IT Systems and equipment are operational with minimum disruption to the end users
• Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Microsoft/Apple environment
• Assisting with small to medium-sized IT projects as directed by senior colleagues
• Working with senior colleagues to resolve advanced user requests and incidents as needed
• Taking ownership of issues, escalating to more senior colleagues as required and communicating effectively to users throughout
• Managing all end user requests ensuring that the relevant approvals have been obtained as per defined processes and policies
• Undertaking User Access Administration tasks including new user account creation, mailbox creation, distribution list management, access request management etc.
• Providing a high level of Customer Service to our end users by ensuring requests and incidents are dealt with in a timely manner
• Continually learning and developing with guidance from more senior colleagues and management
• Maintaining a record of all end user devices issued by or returned to the IT team on the IT Asset Register
• Maintaining a good stock of general IT kit and peripherals for the user base and placing orders for equipment as and when required following the standard procedures for procurement
• Contribute to identifying process improvements and raise these with management as appropriate
• Performing general Admin duties as directed by management, mentors or senior colleagues

About you

• Excellent customer service skills
• Good ability to work under pressure, prioritise and focus
• Good organisational skills
• Strong written and verbal communications skills
• Flexibility and adaptable in your approach to customer and business needs
• Enthusiastic with the drive to learn and develop new skills and technology
• Must be pro-active and work well within a team

Technical

Basic knowledge and exposure with some of the following industry standard products will be beneficial but not essential

• Windows Operating Systems Support (Windows 10 & 11)
• Mac OS X Support
• Active Directory
• Azure Active Directory
• Office 365
• Jamf Pro
• InTune
• Slack
• sccm
• Basic PC Hardware troubleshooting capabilities
• Basic Windows, Mac and MS Office Skills
• Experience working in a networked computer environment
• Some experience with supporting Mobile devices (iOS and Android) in a corporate environment
• Good analytical and problem-solving skills as well as the ability to work well independently
• Degree or equivalent qualification in IT or a related technical field would be an advantage
• At least 1 year of experience working within an IT helpdesk / 1st line support or similar environment is desirable

About Flutter UK & Ireland

Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, tombola, Betfair and Paddy Power.

Together the Flutter UK&I brands offer market leading entertainment to millions of customers every single week! Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6.

Working here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

With a philosophy of ‘Together We Are More’ our 7,000+ colleagues come together to form an expert community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

We listen without judgement, encourage & support, and help build others up. Working at Flutter UK&I means you can be yourself, work how and where suits you best -and let your personality shine!

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.