Desktop Support Technician | Level 2

About Entain Australia & New Zealand:

It’s your game. Our mission is to revolutionise the world of sports and gaming venue entertainment. We’re the home of the best gaming and tech talent with a passion for pushing the boundaries and creating unforgettable experiences.

We have a host of leading brands under the Entain umbrella – our customers can experience the best of sports betting and entertainment with Ladbrokes Australia and neds, where together they provide thrilling avenues for sports enthusiasts and racing aficionados alike. Through Entain Venues, our venue partners offer non-stop entertainment through our line-up of brands from the Australian Poker League and SportsPick to the challenges of InnQUIZitive and many more. 

We're also proud to support racing and sport in New Zealand through our 25-year strategic partnership with TAB NZ. The TAB brand in New Zealand connects enthusiasts to the heart of the action, whether it's horse racing, greyhounds, or a variety of thrilling sports.

Across Entain A, NZ, we are committed to providing a safe and healthy working environment for all colleagues and are committed to reducing accidents/injuries and improving employee health and well-being. We all take responsibility for this by interweaving health, safety and wellbeing[ML1]  into our everyday work life and speaking up or sharing when there are issues, suggestions or improvements.

Our Culture:                                    

We show up through our four key principles that are embedded across the business, from our goals to how we recognise one another and support our growing and ever-changing business to continue to align to create moments that matter for our customers and our people here at Entain.

·       We are the Sum of all Parts

·       Perform with Drive & Humility

·       Be Customer Obsessed

·       Leadership at all Levels

The Why (Role Purpose):

As our business continues to thrive and expand, we’re excited to establish a dynamic Level 2 Support presence in our brand-new Auckland office! This is more than just a technical role — it’s an incredible opportunity to make a real impact from day one.

You'll be the go-to expert on site, supporting a fast-growing and energetic office, while being fully backed by a robust and collaborative 10-member desktop support network spanning across New Zealand and Australia.

This role combines the autonomy of being the local tech hero with the camaraderie and expertise of a wider regional team. If you're passionate about IT, love solving problems, and thrive in a fast-paced environment, we want you to be part of our growth journey!

The What and How:

The key responsibilities of this role cover the activities listed below to meet our customer needs. Please note that this is an overview, and other responsibilities may be required to fulfil the role's purpose.

·       Provides professional, timely and effective IT support, including software, hardware and network support, as well as the identification and resolution of IT troubleshooting activities.

·       Provides responsive and timely phone and/or face-to-face assistance to customers in resolving a range of hardware, software or network-related problems.

·       Project management of medium-scale IT projects

·       Lead business projects

·       Delivers a high level of customer service, which is proactive, cooperative and dependable, by analysing user needs and developing rapport with clients.

·       Participates in the automation, deployment and maintenance of standard operating environments

·       Manages the logistics of safely packaging and transferring IT equipment between sites

·       Procures equipment and ensures it is appropriately labelled and tracked in the asset management inventory

·       Procures software licenses and ensures they are tracked in the asset management inventory.

·       Assists in the development and implementation of desktop support methodologies and practices.

·       Participates in the review of support activities with a view to continual improvement of services provided.

·       Follows change management and incident management processes to ensure service continuity and KPIs are met.

·       Mentors lower-level desktop support staff and helps them develop their skills for their own career advancement and all other duties relevant to and ordinarily expected of a Level 2 Desktop Support.
Engineer.

·       Create Technical documentation and “Self-help “documentation that empowers users to fix their issues.

Your Skills and Experience:

·       Minimum of 2 years’ experience in an enterprise or large-scale business environment, or as a standalone site resource providing support to a minimum of 75 users

·       Demonstrated ability to manage incidents and requests in a Windows and Mac  environment at a high level

·       Demonstrated knowledge of  Windows deployment methodology and deployment technologies  (SCCM,  network  boot)

·       Demonstrated knowledge of  core Microsoft technologies, including Active Directory (Azure O365 and on-prem )

·       Exposure to Mobile Device Management  and Enterprise Mobility applications and platforms 

·       Proven ability to work collaboratively in a team environment contributes to a culture  of 
teamwork  and take a  shared responsibility for achieving results

·       Proven ability to communicate effectively, both verbally and in writing, with a  diverse range  of  customers, peers and management

·       Demonstrated ability to work autonomously 

·       Knowledge and experience in a wide range  of  computer applications and/or application suites including but not limited to Adobe Creative Cloud, Microsoft O365 suite, Azure Active Directory, Confluence,  Jira service desk, Slack, Teams and Teams calling, Intune, Autopilot

·       Proficiency in Windows Powershell  (Active Directory and Exchange Server  Modules)

·       Ability to work occasional Saturday shifts on a rotation (TOIL  provided)

·       Ability to work on-call roster for after-hours support

Desirable:

·       Microsoft Certified Professional (MCP) – AZ-900  or MS-900

·       ITIL 4 foundations

·       Intermediate  networking skills, with exposure to Cisco  Meraki,  Juniper, Brocade and/or HPE networking equipment

·       An interest in  the wagering  industry and sports in general

This position description may be used in recruitment, goal setting and supporting performance. It is intended to clarify the role by outlining why the role exists, what it is accountable for and what performance will be measured against. This document should be reviewed periodically to ensure it is an accurate and current representation of the role.