Lottoland company
We seek an experienced and talented Service Desk Engineer to join our IT Department in Malaga. The team is focused on handling all Helpdesk issues raised via our Jira Service Management Helpdesk and resolve/triage tickets at Helpdesk and/or escalate to other teams, including Information Security, DevOps, Oracle Finance, Facilities, BI, 3rd Line Support, etc.
You will handle tickets raised in the IT Service Desk system, offering 1st and 2nd line support to local and remote employees. You will liaise closely with the equivalent team in Gibraltar to solve problems. You will also be responsible for onboarding new employees to give them the right first impression of Lottoland/Sabertech. Where a problem needs to be passed to 3rd and 4th line, you will gather the proper information and escalate the ticket to the appropriate team, providing support where required.
What you will do:
• Provide technical support to users by responding to questions and user tickets, researching and troubleshooting problems.
• Identify user issues and guide clients through corrective steps, both in a 1-2-1 and remotely, using video conferencing and remote desktop tools.
• Improve user experience and reduce tickets by creating, maintaining, reviewing and improving end-user documentation.
• Participate in the development of user training.
• Accommodate user problems by providing workarounds and solutions.
• Update job knowledge by participating in education and training.
• Assist with IT asset management.
• Assist with Purchase Order and Invoicing.
• Monitoring tickets and prioritising as appropriate.
Who you are:
• 3+ Years experience as a Service Desk Engineer or similar.
• Strong problem-solving skills.
• Excellent written and verbal communication skills in English.
• Strong understanding of Operating Systems and concepts (Microsoft Windows and Apple OSX).
• Experience of user management using cloud IDM (Entra ID, Okta, OneLogin, etc), Active Directory, Microsoft 365.
• Good experience of using and assisting users with common Enterprise tools, including Jira & Confluence, Microsoft 365, SharePoint, Zoom & ZoomRoom, Antivirus (Cylance), Oracle Finance, Door Entry Systems (Net2 & OpenPath), Backup & Restore Procedures, Call Centre (Digium & AWS Connect), Slack, Commercial VPN (NordVPN & ExpressVPN), Adobe Suite, etc.
• Strong understanding of mobile devices to assist users with BYOD issues (iOS & Android).
• Good understanding of networking concepts to help diagnose end-user problems (Ping, DNS, TCP/IP configuration, DHCP, etc).
• Desire to provide excellent customer service to employees.
• Methodical approach to problem-solving to help diagnose and resolve complicated IT issues.
• Well organised.
• Ability and experience to mentor/tutor Level 1 Engineers.
What's in it for you:
