EUC Level 2 Support Engineer

Welcome to the
Games Global
world. We're changing the rules of the game. Providing 1,300+ exclusive games from some seriously talented studios and not to mention a record-breaking progressive jackpot network, we help operators level up and create their perfect lobby.

We are currently looking for an
EUC L2 Support Engineer
to join our
IT
team in our Estonia Hub. You will be responsible for delivering high quality technology support services to the Games Global end users. You will also work in a dynamic, fast paced environment to provide services to the entire Games Global organisation, through effective and efficient collaboration. Customer satisfaction and continuous service delivery excellence are key aspects of the role.

This role is unique as you will be part of a blended IT EUC team primarily responsible for supporting general IT Services but also acting as a secondary support contact for any GGL business application request. As a EUC L2 Support Engineer, you will be responsible for providing technical support, assisting with various IT services (PC, Servers, Cloud, Networking, Identity Management, Cybersecurity, Business Application) inclusive of mentoring and acting as a last line of internal support for all EUC services. The EUC L2 engineer will have the opportunity to work on various global IT projects, which will further enhance your experience.

Responsibilities

What you will be doing?

• Assist with IT ticket management (Incidents, Requests, Problem, Change Request).
• Work closely with Managed Services Partners and/or Vendors to resolve escalated tickets
• Document all EUC technical processes and work instructions so that the EUC L1 Support Engineers have clear reference guide (e.g., Imaging of Windows Laptops, Imaging of Mac Devices, etc)
• Ensure that all Priority 1 Incidents have appropriate Root Cause Analysis Reports
• Ensure that all reoccurring incidents are managed and resolved via a Problem ticket
• Ensure that all end point security vulnerabilities are identified and resolved timeously with the assistance of managed services partners
• Attend Vendor Operations Management meeting to evaluate and feedback on Managed Services Performance for the month as well as areas of service improvement
• Keep up with the latest EUC technologies by completing industry recognised certifications, e.g., Microsoft Azure, AWS, Machine Learning, etc
• Identify service improvement initiatives within the EUC space and develop technical solutions through automation, scripting based on OEM best practices. Automate repetitive tasks, e.g., monthly standard patching
• Develop a list of critical operational task (daily, weekly, monthly) checks that must be carried out to ensure effective running of all EUC IT environment, e.g., Monthly endpoint patching check, etc
• Ensure that all EUC hardware and software services has the latest updates or at least are on a N-1 stable version, this also include deployment of monthly and zero-day patching
• Identify, consolidate, and maintain all IT equipment, inclusive of configuration items within the ITSM CMDB repository
• Act as a role model and mentor to EUC L1 colleagues
• Participate in IT Services projects
• Participate in Proof of Concepts for IT products, e.g., new BETA version of Microsoft productivity suite
• Develop positive working relationships with end users and C Level executives to provide world class EUC experience
• Collaborate and assist global IT colleagues as part of information sharing
• Ability to work standby (after hours) at least one week every month to support high priority incidents that cannot wait for the next business day

Qualifications

Who are we looking for?

• Minimum 5 to 7 years working experience in end user computing environment
• Proficient understanding of
  end user hardware technology
  , e.g., Dell Laptops, Apple Macintosh, mobile devices
• Proficient of
  network infrastructure and information security
• Proficient working knowledge of
  end-user computing technologies
  which includes, but not limited to office suite, Microsoft Intune, JAMF MDM for Apple Mac, OKTA, Microsoft Defender, O365 Tenant Management, Exchange Online, Meeting Room Management using MS Teams, Netskope, Virtual Desktop Interface (AWS & Azure), Printer Management, Network Management (TCP/IP, DNS, SNMP, SMTP), WIFI Management
• Proficient understanding of Teams meeting rooms and live events setup and troubleshooting
• Working knowledge of
  ServiceNow
  and/or
  Remedy IT
  Service Management
• Familiarity and experience with
  scripting languages is a plus
  : PowerShell, Bash, Python, JavaScript, etc...
• Experience with
  studio development applications/tools
  including, but not limited to: Perforce, Visual Studio, Adobe Creative Cloud, Maya, 3DS Max, Houdini, Microsoft XDK, Sony XDK/PRODG, JIRA, Ansible & Parsec

Equal Opportunities Statement

Games Global is committed to fostering a diverse and inclusive work environment. We are an equal opportunity employer and welcome applicants from all backgrounds, experiences, and communities. We do not discriminate based on race, colour, religion, gender, sexual orientation, age, national origin, disability, neurodiversity or any other protected status. Our dedication to promoting diversity, multiculturalism, and inclusion is clearly reflected across all our teams. Join us, and be a part of an organisation that is truly committed to creating a level playing field for everyone.

Kindly be aware that in order to be employed at Games Global, you need to be 18 years of age or older, in accordance with our industry requirements.