IT Helpdesk Engineer L2
Hybrid
Full Time
#Technology
#Service Desk
#Jira
#Active Directory
#Microsoft
#Networking Concepts
#Management
#Problem Solving
#Customer Service
At our Gibraltar-based Lotto company, people come first. Belonging, impact, and purpose drive our success. We invest in personal growth, offering a unique work environment. With 15 markets, 400+ employees, and 20 million customers worldwide, we're where you belong. Experience extraordinary growth with us.
Lottoland empowers both customers and employees. 2018, we paid out €90 million, a Guinness World Record. Now, we're enabling bigger dreams through meaningful actions. Our open culture fosters genuine connections, resilience, and ownership. Your values matter as much as your skills. This is your extraordinary chance. Find purpose and meaning in a one-of-a-kind Land.
We seek an experienced and talented Service Desk Engineer to join our IT Department in Gibraltar.
The team is focused on handling all Helpdesk issues raised via our Jira Service Management Helpdesk and resolve/triage tickets at Helpdesk and/or escalate to other teams, including Information Security, DevOps, Oracle Finance, Facilities, BI, 3rd Line Support, etc. You will handle tickets raised in the IT Service Desk system, offering 1st and 2nd line support to local and remote employees. You will liaise closely with the equivalent team in Spain to solve problems. You will also be responsible for onboarding new employees to give them the right first impression of Lottoland. Where a problem needs to be passed to 3rd and 4th line, you will gather the proper information and escalate the ticket to the appropriate team, providing support where required.
What you will do:
• Provide technical support to users by responding to questions and user tickets, researching and troubleshooting problems.
• Identify user issues and guide clients through corrective steps, both in a 1-2-1 and remotely, using video conferencing and remote desktop tools.
• Improve user experience and reduce tickets by creating, maintaining, reviewing and improving end-user documentation.
• Participate in the development of user training.
• Accommodate user problems by providing workarounds and solutions.
• Update job knowledge by participating in education and training.
• Assist with IT asset management.
• Assist with Purchase Order and Invoicing.
• Monitoring tickets and prioritising as appropriate.
Who you are:
• 3+ Years experience as a Service Desk Engineer or similar.
• Strong problem-solving skills.
• Excellent written and verbal communication skills in English.
• Strong understanding of Operating Systems and concepts (Microsoft Windows and Apple OSX).
• Experience of user management using cloud IDM (Entra ID, Okta, OneLogin, etc), Active Directory, Microsoft 365.
• Good experience of using and assisting users with common Enterprise tools, including Jira & Confluence, Microsoft 365, SharePoint, Zoom & ZoomRoom, Antivirus (Cylance), Oracle Finance, Door Entry Systems (Net2 & OpenPath), Backup & Restore Procedures, Call Centre (Digium & AWS Connect), Slack, Commercial VPN (NordVPN & ExpressVPN), Adobe Suite, etc.
• Strong understanding of mobile devices to assist users with BYOD issues (iOS & Android).
• Good understanding of networking concepts to help diagnose end-user problems (Ping, DNS, TCP/IP configuration, DHCP, etc).
• Desire to provide excellent customer service to employees.
• Methodical approach to problem-solving to help diagnose and resolve complicated IT issues.
• Well organised.
• Ability and experience to mentor/tutor Level 1 Engineers.
What's in it for you:
- Competitive salary and performance-based bonuses.
- 37 days off, including holidays and flexible public holiday options.
- Tailored relocation packages.
- Flexible working.
- Career progression and coaching.
- Mental health support.
- Inclusive environment.
- Exciting team events.
- Premium Healthcare.
- Subsidised gym membership.
- Fresh fruit and refreshments.
Why Choose Lottoland:
- Flexibility, inclusion, and common purpose.
- Supportive growth and deeper connections.
- Genuine collaboration and ownership.
- Values-driven success.
- Embrace Gibraltar's sun-soaked lifestyle.
Our Culture:
- Innovation thrives here.
- Passion is celebrated.
- Customer focus drives us.
- Empowerment meets accountability.
- Grit and integrity are vital.
Join Lottoland - where innovation meets purpose. Explore more at www.lottolandcorporate.com. Your unique journey starts now.
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Lottoland
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