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End User Support Engineer (Based in Gibraltar)

End User Support Engineer (Based in Gibraltar)

Posted 5 April by Ladbrokes Coral Featured Ended

Our IT department at Ladbrokes Coral are currently recruiting for an End User Support Engineer to join the team in Gibraltar! We are offering a fantastic relocation package along with a generous benefits package which includes private medical care!

Role Purpose

The End User Support Engineer is responsible for providing End user Support Services to colleagues. The holder of this role will be part of a team ensuring end to end support services are delivered to high quality.

Key Responsibilities

  • Responsible for delivery of high quality end-user support services to colleagues across the Ladbrokes coral Group locations
  • Responsible for providing all desktop operating system support, both Windows PC & Apple Mac
  • Responsible for providing support of all desktop software, including standard and bespoke applications
  • Responsible for working with third party service providers to ensure end to end support is maintained as required
  • Responsible for providing end user support of cloud-based services, eg Google GSuite, offered to colleagues
  • Responsible for ensuring quality support of peripheral devices such as printers, scanners, etcs
  • Working to ensure that company SLAs are met for support to our colleagues
  • Responsible for completing new starter and leaver requests within SLA
  • Contribute to End User IT systems in relation to new building fit-outs or changes/moves, including video display systems (gantry) and video distribution systems
  • Responsible for providing support for PCs and EPOS terminals, and other end user devices as deployed in Ladbrokes Coral Group shops as appropriate to the region
  • Working with other EUS teams to ensure only fully licenced software is deployed and to ensure licence records are maintained
  • Liaising with other EUS teams and the wider technology teams where necessary
  • To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Follow departmental processes
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organisation
  • Create & Update documentation
  • Travel to remote sites as required
  • Participate in the extended hours shift rota, including weekends

Specialist Skills and Experience Required

  • The successful candidate must have held a support position within a medium to large organisation
  • The successful candidate should have proven experience in supporting a large user base spread across multiple locations in multiple countries
  • Proven experience working in fast-paced, technology led environment
  • Proven ability to act on initiative with minimal management, and on multiple tasks concurrently
  • Ability to work from ISTM tools such as Service Now, with the ability to self-prioritise accordingly
  • Experience of end user support in an environment dependent on cloud technology, e.g. Google etc
  • Excellent relationship and stakeholder management skills.
  • Excellent organisational skills
  • Knowledge of SCCM and software distribution tools desirable
  • Knowledge of basic networking including troubleshooting DNS / DHCP issues
  • Knowledge of network patching and cabling systems
  • Knowledge of office telephony systems desirable
  • Ability to work with attention to detail at all times, delivering service that is right first time
  • Thorough & detailed understanding of
    • Microsoft Windows
    • MAC OS X highly desirable
    • Standard range of desktop applications
    • Google Applications, ie GSuite etc, from an End User perspective
    • Follow-me print solutions
    • Active Directory, including Group Policy
    • Mobile devices - iOS & Android
    • Mobile Device Management
    • Device encryption systems
    • Anti-Virus Systems
    • Software distribution systems
    • End User Collaboration systems, - email, video conferencing etc

Required skills

  • Encryption
  • Microsoft Office
  • Google Apps
  • SCCM

Reference: 34831143

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