End User Support Engineer
Paddy Power Betfair plc is an international sports betting and gaming operator, with a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of operations across Europe including Romania, Portugal and Malta.
We operate five sports betting and gaming brands; Paddy Power, Betfair, Sportsbet, FanDuel and TVG. We are online-led, mobile-
led and sports-led : and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.
Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe;
from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.
The End User 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 help with deployment and support of our corporate systems.
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 end users across all sites.
The individual is also responsible for providing training and support to other members of the existing End User Support team and above all, providing a world-
class level of customer service In addition to support, the role may also involve procurement of IT hardware and software as required for the end users as well as dealing with vendors and suppliers.
A broad systems background is preferred however this role requires a good level of experience supporting various hardware, software and operating systems.
Providing proactive support for all our colleagues via various methods (walk-ups, desk side, remote, phone support etc)
Support all IT systems and facilities in the assigned office, supporting all the users with a myriad of systems including Video Conferencing, bespoke conference rooms, meeting rooms, TV, AV etc.
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
Investigating and resolving as many incidents as possible, taking ownership of issues, co-ordinating multiple support teams when required, and communicating effectively to users throughout;
Taking responsibility for logging all reported incidents, and contributing to root cause analysis in order to improve service on an on-going basis.
Managing all end user requests ensuring that the relevant approvals have been obtained as per defined processes and policies
Working to a high standard of service management, with an emphasis on customer service, documentation & availability
Proactively maintaining the infrastructure to prevent failures / issues and improve performance, availability and resilience.
Escalating issues as necessary to the other teams, without losing the ownership of the overall issue
Support team members and mentor junior team members across all technologies
Responsible for learning and executing of ALL internal processes and procedures related to the End User Support department and ensuring they are followed, with deviations being reported or escalated as required.
Maintaining a track of all end user devices issued by or returned to the IT team on the IT Asset Register
Maintain a good stock of general IT kit and peripherals for the user base and place orders for equipment as and when required following the standard procedures for procurement
Key Strengths :
Efficient skills in supporting and using most of the following industry standard products including Windows 10 / Windows 7, Active Directory, Exchange 2003 / 2010, Outlook 2010 / 2013, Office 365, MS Lync, SCCM, Casper, follow me printing and Multiple Web browsers;
Working knowledge of networking technologies and a good working knowledge of Cisco / Polycom video conferencing would be desirable.
Previous experience supporting multiple Mobile device platforms, iOS / Windows 8, Android, Blackberry - experience with MDM administration desirable
Although primarily a Wintel environment some Mac OS support experience would be beneficial (Mac OS support experience is essential for locations where Macs are widely used)
Excellent customer facing skills
Excellent methodology in fault-finding
Excellent follow-up skills
Strong written and verbal communications skills
Ability to prioritise and focus
Our values are important to us. In fact they shape and guide everything we do from improving our performance and working as a team, to hiring the right people and developing our talent.
There are five key values that we live by :
Relentless Will To Win : We strive to stay ahead of the game and achieve more for our customers and each other.
Collaboration : We win by having the best people, working well together and building strong relationships.
Integrity : We take pride in doing what’s right. No exceptions.
Agility : We adapt at pace and with purpose, and thrive amid change.
Low Ego : We take our work seriously but not ourselves, and never believe our own hype.