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Kick-start your career in the online gaming world and experience the very latest in technology and innovation. 
 
Do you see yourself as one of those “out-of-the-box thinkers”, “Technical masterminds”, “Outstanding creatives”,  or “Mind-boggling number crunchers”? If so, we want to welcome you to the Betway family and celebrate what makes you unique! 
 

Our global customer base is exploding and we need your skills to support us on this exciting journey! Don’t look back and submit your application before the opportunity passes you by..

Job title: IT Systems Support Engineer

Department: IT

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain are constantly expanding and evolving.

Who we’re looking for

The ideal candidate will demonstrate a strong focus on customer service and satisfaction, coupled with excellent written and verbal communication skills. They will possess proficient analytical and numerical abilities, allowing them to tackle complex problems effectively. A proactive approach is essential, as the candidate will be involved in both desk duties and manual tasks, showcasing an eagerness to learn and adapt in a dynamic environment.

As a self-starter with strong initiative, they will pay exceptional attention to detail and exhibit perseverance to drive projects to completion. The ability to remain patient and calm under pressure is crucial, and the candidate should genuinely enjoy working collaboratively within a team setting.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

We need a dedicated resource who understands both IT infrastructure and product specifications, ensures compliance with industry standards, such as SOX, while maintaining data integrity and security. This synergy between the two areas enhances collaboration, drives innovation, and supports the organizations' overall goals.

What you’ll be doing

As part of your role, your responsibilities will include:

• Oversee and manage the onboarding process for new starters
  • Create Active Directory Account and Security Groups for new starters
  • Prepare and maintain new starter laptops to ensure they are setup up correctly.
  • Managing Leavers tickets and removing access from all applications that are dealt with by IT department.
  • Induction for new starters on what issues/request needs to be raised to IT department.
• Escalate tickets to third parties and internal departments
  • Coordinate with third parties for issues related to external applications
  • Collaborate with internal teams for issues concerning internal applications or sites
  • Act as a single point of contact for incidents, service requests and alerts on bespoke applications within the business
• Sox audit (Alpha/CRM/H5 Caiman and Other Applications)
  • Act as a Control Operator.
  • Adhere to the JML process and procedures for out applications
• Coaching and mentoring members of the team
  • Identify trends and proactively work with other teams to reduce recurring issues
  • Collation of monthly metrics for number of tickets closed tickets by department and product
  • Work with IT Operations and Development teams to communicate updates of our products, systems and processes.
• Resolved issues within SLA
  • Provided hardware, software, network problem diagnosis, via chat, emails and calls for our end users.  
  • Identify, evaluate and prioritize customer problems and complaints
  • Updating the knowledge-base as and when required.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum of 2 years experience working in a technical end-user facing 2nd line support role
• Experience with an ITSM ticket management system to manage all incidents and requests
• Proficient in ticket triage and escalation processes to 3rd line resolution teams
• Experience with Exchange Administration (email accounts, distribution list, shared mailboxes, resource mailboxes, etc...)
• Experience providing support to remote users over the phone
• Strong technical knowledge with: Windows 11, Office 365, Active Directory and VPN
• Experience with Office 365 Administration – preferably in a hybrid exchange environment
• Experience with Mobile Device Management solutions
• Microsoft certified
• 1 years working experience in a product support role
• Evidence of an analytical approach to incident management
• Experience supporting one or more of the following technologies:

               CRM (Customer Relationship Management)

               CMS (Content Management Systems)

               DMS (Digital Marketing Systems)

• Proficient in triage and escalation processes to development teams
• Managing stakeholders and developing relationships

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Experience with Reporting and Trend Analysis
• Experience with Video Conferencing Units (e.g. Polycom, Logitech)
• Experience providing end user Mac OS support in a Windows Domain environment
• Experience with Intune
• SQL, Powershell and Automation knowledge

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from
  • Vitality Health Care
  • Unum Dental
  • Life Assurance & Income Protection
  • Tusker car scheme
  • Cycle to Work

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on!

Should you not hear from us within 2 weeks, please assume your application has not been successful.