The Workplace Response Engineer role is an exciting and challenging one. It requires a proven track
record of working in a busy technical support department. A customer centric person with a passion for
technology, IT development and progression. The Workplace Response Engineer must have the ability to think outside the box to quickly find resolutions to technical matters related to BetVictor’s on-premise and Cloud based corporate platform.
An excellent Workplace Response Engineer must have good technical knowledge and be able to
communicate effectively to understand the problem and explain its solution. They must also be customer oriented and patient to deal with difficult customers. They must also be able to multitask and understand prioritisation of tickets.
Core aspects of the role include responsibility for answering customer enquiries by slack, email and through a dedicated incident handling solution. Progress of incidents and retaining ownership is a must until a resolution is reached. The engineer must be able to work well with the team across the many off site offices.The goal is to create value for clients that will help preserve the company’s reputation and business.
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 15minutes.
• 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, SharePoint, Active Directory, Azure, Exchange, Windows
10, 11 etc.)
• Cloud Technologies (AWS, Jira, Confluence)
• Apple workstation builds/imaging.
• Remote Management/Deployments
• Cloud Print services
• Basic Networking skills
• Lenovo Hardware
• Good understanding of computer systems, mobile devices and other tech products.
• Browser technologies (Edge/Chrome)
• Cisco Skills (VOIP, Networking, General Telecoms)
• MDM solutions e.g., Intune /
• Microsoft Defender End-Point Protection
• Fault finding, analysis and technical troubleshooting
• Under the hood desktop operating system skills.
• Apple Business Manager
• Azure Administration
• Networking and firewalls concepts
• Basic scripting/automation skills
• Backup technology
• Desktop Virtualisation
• Security concepts
• Very strong all-round technical competence