Associate Tech Support Engineer

Associate Tech Support Engineer

Blip is a leading tech company focused on software engineering solutions for sports entertainment.

We operate at scale. As part of Flutter Entertainment, we play an essential role in the Group's goal of becoming the global leader in online sports betting and iGaming, developing innovative products and platforms for over 14 million monthly customers worldwide.

We are serious about Tech. We are problem-solvers with big ambitions, keeping a people-first mindset at the core of our work. We prioritize flexibility as we strive to deliver the best technological products and tackle the greatest industry challenges.

Recognizing that everyone brings their own strengths, backgrounds and new perspectives, we empower you to be yourself. That uniqueness shapes the culture of belonging we are so proud of.

The Role
The Associate Tech Support Engineer will be the first point of contact for all end-users and involves hands-on management of end-user requests, issues, and problems, as well as assisting with the deployment and support of our corporate systems. 

This position is ideal for a dedicated, self-motivated technical professional with a strong customer service focus. The primary goal is to provide high-level technical support for our Windows and Apple-based infrastructure, hardware, software, mobile phones, printers, and other devices. The individual is responsible for delivering world-class customer service and IT support to our business. Additionally, the role may involve procurement of IT hardware and software for end-users and maintaining a good relationship with vendors and suppliers. 

What You’ll Be Doing

• Provide proactive support to colleagues through various methods, including walk-ups, desk-side assistance and remote support.

• Support all IT systems and facilities in the assigned office, including video conferencing, bespoke conference rooms, meeting rooms, TV, and AV systems. 

• Investigate and resolve incidents, taking ownership of issues, coordinating with multiple support teams when necessary, and communicating effectively with users throughout the process.

• Log all reported incidents and contribute to root cause analysis to improve ongoing service.

• Manage end-user requests, ensuring relevant approvals are obtained according to defined processes and policies. 

• Maintain a high standard of service management with an emphasis on customer service, documentation, and availability.

• Proactively maintain the infrastructure to prevent failures and issues, improving performance, availability, and resilience.

• Escalate issues to other teams as necessary while retaining ownership of the overall issue.

• Learn and execute all internal processes and procedures related to the Tech Support department, ensuring adherence and reporting or escalating deviations as required.

• Maintain a record of all end-user devices issued or returned to the IT team on the IT Asset Register. 

• Keep a stock of general IT equipment and peripherals for the user base and place orders as needed, following standard procurement procedures. 

What You’ll Bring

• Good general IT knowledge and awareness of the latest technologies related to end-user environments Proficiency in Microsoft Office usage and troubleshooting

• Strong hardware knowledge of PCs, laptops, printers, and other devices

• Excellent customer-facing skills 

• Quick learner with a willingness to develop technical skill sets 

• Good logical thinking and problem-solving abilities

• Excellent written and verbal communication skills

• Ability to prioritize and focus under pressure

• Understanding of IT support environments, with some previous experience or background in this area is desirable. 

We'd Like You To Master In

• Ability to interact effectively with other functional teams;

• Communication, common sense and a passion for the art of problem-solving.

• Strong written and verbal English communication skills

This is what you should have. What do we have, you ask? Well...you can check our amazing perks & benefits right here! 

So ... are you in? 

Equal opportunities

At Blip, we are committed to creating a diverse and inclusive workplace. We strongly encourage people from all backgrounds, ways of thinking, and working to apply.
We are committed to including everyone regardless of their race, disability, age, gender identity, sexual orientation, and religion. 
Everyone brings different perspectives and experiences; you don’t have to meet all the requirements listed to apply for this role.

If you need any adjustments to apply for the position and to ensure this role aligns with your needs, please send an email to [email protected].

We will only respond to inquiries related to disabilities.