Workplace Response Engineer | Gibraltar | On-site
About Us:
At BVGroup, we are a dynamic, forward-thinking leader in the online betting industry. We are committed to creating exceptional experiences not only for our customers but for our internal stakeholders as well.
Purpose of the role:
The Workplace Response Engineer role is both highly responsible and challenging, requiring a proven track record within a busy technical support environment. This position is ideal for a customer-centric individual with a strong passion for technology and a problem-solving mindset. The engineer will be responsible for addressing technical issues across BVGroup's on-premises and Microsoft cloud-based corporate platforms, often needing to think creatively to find timely and effective solutions.
Strong technical knowledge is essential, along with the ability to communicate clearly and effectively to understand problems and explain solutions. Patience and professionalism are key traits, especially when dealing with complex or high-pressure user scenarios. The engineer must be capable of multitasking, prioritising incoming tickets, coordinating resolutions efficiently, and working closely with IT Operations to address and escalate recurring issues.
Key responsibilities include responding to user queries via Slack, email and a dedicated incident management platform. Maintaining ownership of incidents through to resolution is critical, as is the ability to collaborate effectively with colleagues across multiple office locations.
Key Responsibilities:
Technical Support:
Provide first and second-level support for IT-related issues via remote and in-person channels.
Diagnose and resolve hardware, software and network problems.
Assist with the installation, configuration, and maintenance of IT equipment and software.
Carry out the routine configuration, installation and reconfiguration of corporate laptop devices.
Incident Management:
Record and manage incidents and service requests using Atlassian JIRA.
Prioritise and escalate issues as necessary to ensure timely resolution.
Follow up with users to confirm issue resolution and customer satisfaction.
User Assistance:
Educate and guide users on IT policies, procedures, and best practices.
Provide support for standard Microsoft office applications and productivity tools.
Assist with password resets, account unlocks, and access requests.
Documentation:
Maintain accurate and up-to-date documentation of incidents, service requests and IT procedures.
Create and update knowledge base articles to assist users and IT staff.
Collaboration:
Work closely with the third-line Digital Workplace team to address complex issues and projects.
Collaborate with other departments to understand their IT needs and provide appropriate solutions.
Asset and Configuration Management:
Maintain secure configurations and accurate information, controlling IT assets in one or more significant areas.
Verify the location and state of assets.
Person Specification, Skills, Experience & Qualifications:
Education:
Bachelor's degree in Information Technology, Computer Science or a related field desirable (equivalent work experience also considered).
Relevant industry certifications such as CompTIA A+, Network+ or Microsoft Certified Professional (MCP).
Experience:
Minimum of 2 years of experience in an IT support or service desk role.
Experience supporting both Windows and MAC operating systems and common office software applications.
Technical Skills:
Proficiency in troubleshooting hardware, software and network issues.
Familiarity with ITSM tools and service management practices.
Experience with Microsoft Azure, Microsoft Intune, Office 365, and remote desktop support tools.
Soft Skills:
Strong problem-solving and analytical skills.
Excellent verbal and written communication.
Ability to work both independently and collaboratively.
High level of customer service orientation.
What you can expect:
We encourage employee development.
We reward initiative, reliability, and ability to work unaided.
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.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.