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Desktop Support Engineer

Posted on 21 February 2020 by

William Hill 
Information Technology 
Jersey City, NJ  

Desktop Support Engineer for NJ
Full Time

Desktop Support Engineer
Jersey City, NJ

Working with William Hill, you will be at the heart of the technological revolution with one of the world’s most trusted betting and gaming companies. William Hill deals with projects ranging from desktop or mobile casinos and betting sites, to name a few. We process 500 online Sportsbook bets per second each Saturday, that’s the same as the number of orders processed by Amazon UK, on its busiest day of the year. We deal with more than 20 million users daily; impressed? You can be sure there are many more challenges waiting for you.
When we say cutting edge, we mean it. Here, you can work on highly reliable systems with low latency, much like the transactional systems of the best financial institutions, but…with the fun included.
You will have access to development opportunities, including IT conferences, internal training, and lunch and learn sessions. You will be part of a great working atmosphere, performing complex work in a collaborative team of amazing people, with forward-thinking managers. You will have the opportunity to make an impact.

What You Will Do:
•Assist with the installation and maintenance of all computer hardware and software on-site and remote
•Assist with the installation and maintenance of voice systems (VoIP) to support call-flow
•Cable new and existing locations for the new network, phone or other equipment
•Repair or upgrading computer systems as needed
•Provide Tier 1 and 2 level support on hardware and software technical issues
•Provide prompt and professional service and support to the users according to team standards and organizational expectations
•Must demonstrate initiative, ownership of issues from start to finish
•Able to provide remote hands for the Systems and Network engineers
•User management for the proprietary home-grown system

What You Will Need:
•Proficient in Windows operating systems currently supported by Microsoft
•Solid knowledge of Microsoft Services: Active Directory and Group Policy management
•MS Office 365 user management
•MS Office 2013/2016 desktop application support
•Proficient in macOS (Sierra and up) setup and troubleshooting
•Experience in Apple device management through Jamf Pro or similar MDM solution
•Remote Support experience (GoToAssist, Bomgar …)
•Good understanding of IP networking - Cisco switching experience is a plus
•Experience with the VoIP systems (Provisioning the phones and user management)
•Microsoft MTA or CompTIA A+ Certified
•4+ years of work experience as an IT desktop support
•Monitor inbound activity and manage expectations of concurrent customers/peers. Monitors the Service Desk ticket queue and provides follow up, ensuring the timely and satisfactory resolution to user requests/incidents within SLA
•Advanced use of imaging solutions for PC image creation and OS installation (SCCM, CloneZilla, etc.)
•Proven application troubleshooting experience
•Strong working knowledge of workstation and server level hardware and technologies
•Willing to take initiative and be a great team player
•Willingness to learn new technologies

Essential Functions/Exposures:
•Must be able to sit for extended periods of time
•Must be able to type for extended periods of time
•Must be able to talk on the phone for extended periods of time
•Must be able to write for extended periods of time
•Regular attendance in the office

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