Technical Support Engineer

Job Description

About the role:The Technical Support Engineer will be an escalation point within the Service Operations team, providing 2nd and 3rd line Support for B2C, B2B and B2B2C channels. The Technical Support Engineer will help drive operational excellence by troubleshooting anddiagnosing priority incidents and liaising with relevant stakeholders.You will be responsible for providing support and maintenance of all core systems, such as software distribution systems, threat protection services, Azure AD, the core network, and business communication tools, for example Office 365.Reporting to the Technical Support Manager this role is pivotal for the UK Tote Group to build a secure, reliant, and efficient IT environment which delivers exceptional customer service across all support channels.Who we are:We are proud stewards of the Tote, Great Britains pool betting operator since 1928. Backed by people from across British horse racing, UK Tote Group is led by a dedicated group of racehorse owners and breeders and racing fans who are passionate about revitalisingthe Tote.We are a team of over 170 people with our HQ based in Wigan, Greater Manchester (WN3 5AZ). The role will be 37.5 hours per week and include a varied shift pattern with some weekend work and working hours between 8am and 6pm. We offer flexible hybrid workingand a full induction and training plan will be provided to anyone who joins the team.What youll need:

• Excellent technical, troubleshooting, and problem-solving skills
• Advanced knowledge and proven experience of working with Office365, AzureAD and its various applications
• Skilled in managing Group Policy (GPO) in a large multi-domain organisation
• In depth knowledge of popular operating systems, software applications, and remote connection systems
• Advanced knowledge of managing anti-virus / anti-malware systems
• Knowledge and understanding of network security practices
• Ability to work well under pressure
• Strong written and verbal communication skills with a variety of stakeholders
• Excellent problem-solving skills with the ability to provide clear and concise updates for both internal and external customers
• Excellent time management skills and an ability to prioritise and multi-task
• A flexible approach to working on a rota basis and provide necessary cover where needed including evenings and weekends
• Proven experience in a similar role or shared service environment is desirable
• ITIL (v3/v4) foundation qualification desirable
• Clean driving license required

What youll be doing

• Provide escalation support to 1st line Service Desk Analysts
• Provide 2nd and 3rd line support for web related issues and betting partner issues
• Maintain corporate infrastructure with routine maintenance, and resolve associated problems
• Monitor and support the production infrastructure, systems, and applications according to agreed SLAs
• Identify, log, and resolve technical problems with core applications or network systems
• Provide training to colleagues on the correct usage of core systems and associated processes
• Interact with colleagues on corporate problems and their diagnosis and resolution
• Ensure the effective operation of corporate patch management systems and corporate antivirus systems
• Management and administration of Office365 including supporting services i.e., Compliance and Security services
• Administration and management of the Group Policy (GPO) environment to effectively manage the corporate estate
• Controlling the corporate assets within the UK Tote Group
• Working alongside the Technical Support Manager and Senior Service Managers to identify system improvements for consideration and implementation
• Supporting the development and implementation of policies and procedures for the Engineering department
• Ensure that work is carried out within the agreed service levels and in accordance with department guidelines
• Compile a Support Handover Pack detailing all incidents if relevant when on duty with issue status, RCA, resolver group etc.
• Support Breach and Gambling Commission audits and requests
• Travel to partner racecourses as required, to support system installs/upgrades and support of associated hardware and software

What we offer:At UK Tote Group we are proud to offer our employees more than just a job, our employees are very important to us and we like to recognise all the hard work they do with our rewards and benefits packages in addition to your basic salary. Our benefits include:

• Bonus scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 x basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities