Senior Engineer - ITSD

This job is with Entain, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Entain India is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.

This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Entain India, Bright Minds Shine Brighter.

Purpose of Role

The Engineer - ITSD (End User Services -EUS) is the first point of contact between internal customers and the IT organization for workplace related request and issues. The analyst is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and / or escalating them to the appropriate specialist support groups. Fulfil IT service requests if can be delivered remotely after duly processed. The position requires extensive technical troubleshooting and analytical abilities and excellent customer service skills.

Primary Responsibilities

Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle

Troubleshoot workplace related internal customer’s issue via telephone or remote access and resolve upon first contact, when possible

Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based)

Troubleshoot and fix issues related to OS (windows / Mac / Linux), Windows applications (MS O365, Browser, MS Teams etc.), Printers to ensure optimal IT workplace environment

Troubleshooting network connectivity in a LAN / WAN / Wi-Fi environment and SSL VPN establishing using RSA token related issues

Perform active directory related operational tasks like management of user accounts, access, secure and file share groups

Perform Exchange server operational related tasks like management of user & functional mailboxes, and distribution groups etc. Also, Teams SIP account management.

Provide "how to" assistance on all internally supported devices, applications and systems

Escalate to appropriate on-site team or subject-matter experts in accordance to service-level agreements, and follow up on incidents or service requests when appropriate

Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues

Respond to end-user inquiries regarding the status of incident / service request tickets, and perform follow-ups

Build relationships with the on-site support technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded

Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs

Ensure that IT Service Desk adheres to agreed operational processes

Qualifications Essential

Strong IT service support experience in executing corporate IT related tasks within service level agreements

Minimum 4 - 6 years of relevant IT support services experience

Sound technical knowledge on Microsoft Windows 10, Azure AD and Office 365 etc.

Working knowledge on Active directory, Azure AD, Exchange & MS Teams user account and Secure groups management related tasks

Strong troubleshooting and analytical skills and Working knowledge on remote assist tools

Strong professional communication skills – capable of communicating with both technical and non-technical remote customers

Strong service focus – able to resolve problems under high workload and customer frustration

Ability to learn new technologies and applications

Solid written and verbal communication skills with Strong English language skills are mandatory

Strong time management skills

Desired

Experience with Service Now

Knowledge on ITIL framework

Knowledge on supporting Mac machines, Mobile devices (IOS, Android & Windows)

Additional Information At Entain India, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like :

Safe home pickup and home drop (Hyderabad Office Only)

Group Mediclaim policy

Group Critical Illness policy

Communication & Relocation allowance

Annual Health check

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain India, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

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