Associate IT Service Desk Technician - FanDuel, Remote (Night Shifts)

IT Support Engineer Mid 1

THE POSITION

Our roster has an opening with your name on it

The IT Service Desk Technician is responsible for providing technical support and assistance to internal FanDuel users. This role involves diagnosing and resolving IT-related issues, assisting with software installations, provisioning of access, and ensuring the smooth operation of computer systems and networks.

The IT Service Desk Technician plays a crucial role in ensuring the efficient and effective use of IT resources within FanDuel. By providing timely and high-quality technical support, this role contributes to the productivity and satisfaction of internal users and helps maintain the overall integrity and security of the organization's IT infrastructure.

This role requires flexibility as the schedule includes night and weekend coverage and operates on a shift basis to ensure continuous support.

THE GAME PLAN
Everyone on our team has a part to play

• Respond to IT support requests from users via Live Chat, email, or ticketing system.

• Diagnose and resolve hardware and software issues promptly and efficiently.

• Provide guidance and assistance to users experiencing technical problems.

• Set up new user accounts and profiles, ensuring proper access and permissions.

• Monitor and troubleshoot network connectivity issues.

• Maintain accurate records of IT support requests, resolutions, and user interactions.

• Update knowledge base articles and documentation to assist users with common problems.

• Provide training and guidance to users on IT best practices, software usage, and security protocols.

• Create and distribute user-friendly guides and tutorials to facilitate self-service support.

• Collaborate with other IT staff and departments to address complex technical issues and projects.

• Participate in team meetings, training sessions, and professional development activities.

THE STATS

What we’re looking for in our next teammate

• 1+ years of Customer Support experience

• Previous experience in an IT support role or similar position.

• Strong knowledge of computer hardware, software, and networking principles.

• Proficiency in Microsoft Windows, Office 365, and other relevant technologies.

• Excellent problem-solving, communication, and customer service skills.

• Ability to work independently and prioritize tasks effectively.

• IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified IT Professional) are a plus.

• Patient and empathetic approach to user support.

• Attention to detail and commitment to accuracy.

• Adaptability and willingness to learn new technologies and skills.

• Strong organizational and multitasking abilities.

• Professionalism and integrity in dealing with sensitive and confidential information.

What you can expect:

• 25 days of annual leave;

• Sharesave scheme;

• „Flexible Benefits” of your choice;

• Private health insurance (includes dental insurance and health assessments);

• Free parking;

• Thousands of courses are available online through ‘AWS SkillsBuilder’ and ‘Udemy'.

Ways of working:

Flexible working is our way of working! We're a diverse workforce and therefore, a 'one size fits all' approach isn't necessarily best. Whatever your personal needs may be, let's have a chat and see how we can accommodate them.

We thank all applicants for their interest, however, only suitable candidates will be contacted for an interview. By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than two years, to consider you for the prospective Paddy Power Betfair role.