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Digital Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa The Rank Group plc Full time

The Rank Group plc is a leading global digital gaming company, driven by top-tier talent and technology. Our iconic brands bring entertainment to millions of people worldwide on various devices daily.

We operate with a multi-branded strategy, offering online entertainment, bingo, and slot gaming, along with a social gaming mobile experience using proprietary and licensed software.

With offices in the UK, Gibraltar, Mauritius & South Africa and part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

This role is a unique opportunity to join our high-performing and inclusive culture, supporting customer-facing initiatives as an End User Computing (EUC) Support Engineer based full-time in our Cape Town office.

About the Job

You will work as part of a global EUC team providing excellent IT support and customer service to our mobile app development teams, office, and remote employees.

Located in Cape Town, you will be visible and responsible for resolving IT support incidents and requests logged via our ticketing system, and will need to proactively assist with walk-in requests from local end-users and provide solutions to ad-hoc IT requirements.

This includes installing, maintaining, diagnosing, and upgrading laptop/desktop, mobile phone & tablet equipment, installing software, resolving configuration errors and issues, and proactively monitoring and supporting local meeting room audio visual equipment.

You will also be responsible for supporting devices in the on-site communication rooms, working with our Hosting and Network teams to ensure the office is fully operational. This will involve working with 3rd party service providers, vendors, and resellers.

You will be an onsite point of contact for our central ServiceDesk teams and perform remote hand-and-eyes support when necessary.

EUC Role Responsibilities
  • Become a Tech Hero: Provide expert 2nd and 3rd-line support (onsite and remote) for our diverse user base, ensuring seamless operations.
  • Master Modern Tech: Support a wide range of devices and operating systems, including Windows, macOS, iOS, and Android, plus IP phones, printers, and meeting room AV.
  • Drive Project Success: Participate in exciting projects like PC replacements and software deployments, contributing to the smooth integration of new hardware and software.
  • Provide VIP Support: Deliver exceptional on-site support to executives and board members, ensuring their technology needs are met with precision and professionalism.
  • Collaborate and Innovate: Work closely with offsite support teams and vendors, contributing to knowledge base articles and process improvements.

This role is 100% office-based with no work-from-home capability.

Role may infrequently require early morning/evening work to support business activities with agreed additional time worked taken in lieu.

Job role involves the packaging, unboxing, installation, and manual handling of IT equipment, as well as cable installation under desks.

Requirements
  • Demonstrable work experience as 1st or 2nd-line support or similar role (1-2 years).
  • Experience of working in a large Corporate Office environment using enterprise-level technology.
  • Experience of using and supporting MacBook/MacOS, Windows 11, iPhones, and Android devices.
  • Experience of using and supporting Microsoft Office 365 and Azure AD services.
  • Proactive problem identification, investigation, and solving skills.
  • Excellent communication skills (verbal and written).
  • Good planning and organisational skills, able to continually update and maintain data in various management systems and tracking lists.
  • Able to operate proactively with minimal supervision.
  • Able to operate under stressful, high workload conditions.
  • Able to manage time and priorities effectively.