It Support / Helpdesk Specialist

Company Description
OpenBet is sport. The world's top sports betting brands choose OpenBet as their partner for world class content, leading tech and tailored services. We have their back. So they’re ready with exciting, memorable and safe sports betting experiences, to entertain millions of players worldwide.
OpenBet’s mission is to power growth and player engagement for operators through a global betting ecosystem that delivers at scale, at speed, at every great sports event. Our 1000 talented colleagues are the market's top team. We achieve billions of bets in a season; 60,000+ per second (more transactions than Amazon on Prime Day); 100% uptime (zero Superbowl crashes!) and we're built on 25 years of imaginative technology that is iterated daily.
OpenBet has established a premium client base of more than 75 operators worldwide and has 34 licences across the fastest growing regulated sports betting markets in North America, Europe and Asia Pacific. The team is growing at scale driven by accelerated demand for our products and significant investment. We offer the speed, dynamism and growth opportunities of a start-up, underpinned by the stability and strength of a global employer.
Working at OpenBet every day is an opportunity for you to create exciting betting entertainment for millions of sports fans across the globe.
Want to be part of our evolving future growth?

Working within the IT team and closely with other business units you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Essential Job Functions:

• Installation, routine maintenance and management of end-user computing devices (desktop, laptop, smartphone and tablet devices); this includes imaging and keeping them up-to-date with management tools
• End-User IT Support for workplaces including Windows/Unix/Mac desktops/laptops, printers, IP Phones, smartphones etc.
• Perform the IT Induction to newcomers.
• Experience supporting Executive Stakeholders
• Maintain the asset database and hardware inventory for Vancouver Office; Manage stock of IT Equipment and maintain Lifecyle Management
• Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community
• Provide 1st / 2nd / 3rd level remote or face to face IT support services for the Group, acting as an interface between the IT department and user community.
• Fulfil User Account Management requests, including Access Card Management
• Explicitly for OpenBet Vancouver Office:
• All other duties as assigned.
• Liaising with System & Network Administrators for the management & maintenance of OpenBet Vancouver Office infrastructure including Servers, Network, Storage & Data Center facility.
• Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management
• Management of local communication and collaboration channels (Fixed & Data Lines, A/V Equipment etc.)
• Maintain the proper operation of Training / Meeting rooms.
• Efficient implementation of changes to services, technologies and processes (IT Projects / IT Tasks)

Qualifications
Education:

• Undergraduate degree in Computer Science, Systems Engineering or Computer Networking & Hardware

Required Experience:

• Minimum 4 years of System Administration / Service Desk experience.
• Certifications in technology fields (e.g. Microsoft) will be considered a plus.

Knowledge, Skills, and Abilities:

• Focus on delivery and high tolerance in working under pressure
• Problem solving and analytical skills.
• Strong Knowledge of Microsoft O365 platform and CISCO VC solutions will be considered a plus
• Customer service orientation
• Good Knowledge of Group policy, Puppet as configuration management tools and Encryption
• Possession of excellent oral and written communication skills, including fluency in oral and written English.
• Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS)
• Strong Knowledge of PC hardware
• Strong knowledge and experience with most aspects of fundamental networking/distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP/IP networks, VPN connections)

Work Conditions:

• Must be willing and able to travel, work after hours and weekends as required (estimated travel < 10%).
• Hybrid working environment (2 days a week in the office)

Additional Information
Why would you enjoy working with us at OpenBet?

• Exposure to real work, business-critical projects and the chance to develop some of the world’s leading e-commerce sportsbooks whilst working on exciting client projects and interact with lots of code!
• Tangible and genuine development - at OpenBet, you can take your career where you want it to go!
• The opportunity to interact with global teams on a regular basis and the possibility to switch teams and projects as you and our business continues to develop and grow
• Competitive benefits, an open and supportive environment as well as a modern and exciting workplace

And if that’s not enough; you will get to enjoy a stunning work location and flexible working whilst we provide you with the guidance and development skills you need to progress quickly and enhance your career.