Support Technician

Join the dynamic team at Betfair Australia, the country's leading online sports betting exchange platform. We revolutionize the way people bet by offering innovative and transparent betting solutions. With a commitment to integrity and customer satisfaction, we strive to provide a world-class betting experience to our users.

Betfair Australia is seeking a dedicated Support Technician to join our Technology Team. The Support Technician will play a pivotal role in ensuring our users receive timely and effective technical assistance. This position offers an exciting opportunity to work in the fast-paced world of online sports betting, collaborate with talented professionals, and contribute to the success of a market leader.

Requirements

What we are looking for:

• Go getter with mindset to improve support processes.
• Provide a great service experience to staff.
• Troubleshoot and resolve issues that arise.
• Possess a solution focused mindset.
• Help to identify and implement decisions that improve the customer experience.

Benefits

Sound like you’d be a good fit? Well check out what we provide our passionate people:

• Incredibly flexible working arrangements.
• Tailored leave options – competitive parental leave, cultural leave swap, volunteer leave, study leave etc.
• A genuine focus on personal and professional development - including a combination of incredible internal Leadership Development Programs, peer to peer learning and self-chosen learning opportunities.
• Up to $2000 per year for you to choose how you spend through our much loved BestYou program.
• An ongoing commitment to Diversity and Inclusion.
• Supportive wellbeing initiatives including access to our Employee Assistance Program.
• A dedicated internal events team focused on bringing a mix of educational, social, celebratory, and philanthropic activities,
• A generous bonus scheme – if we win, you win! And we like to win.

With great progression, career development opportunities and the chance to work with the latest digital technology, a normal day in the role of the Support Technician includes:

• Take the lead on providing front-line, onsite and remote level 1 and level 2 support via established support channels (E.g., phone, email, Slack, MS Teams, Freshservice tickets, walk-up, etc.).
• Provide accurate and timely logging of requests, incidents, resolutions, and escalation to the relevant team members and/or vendor(s) following Betfair SLA’s.
• Setup and onboard new staff and contractors, including setting up staff on new laptop/desktop.
• Assist with supporting and resolving application issues and desktop hardware (laptops, iPhones, iPads and mini PCs).
• Oversee the asset management lifecycle - order, asset tagging, storing, allocating, refreshing and decommissioning tech assets.
• Assist with administering cloud and infrastructure related functions.
• Discover, recommend, and implement best practice solutions with internal teams, stakeholders and vendors.
• Write clear and coherent support documentation and knowledge base articles.
• This position requires in-office attendance three days per week.
• Identify and implement improvements to help drive efficiencies across the team.
• Take part in the emergency response roster to support the site outside of normal office hours, troubleshoot live production issues, facilitate the response to emergency situations, and review incidents and make recommendations based on lessons learned.

But there is a catch. To be in the running for this great role, you should have: 

• Intermediate knowledge and experience of Windows OS and Windows Server, Active Directory, Azure AD administration.
• Intermediate knowledge and experience of Microsoft O365, Exchange, Intune, DNS, DHCP, Slack, Freshservice, WebEx, MS Teams, zScaler, Building and Deploying PCs and Network folder permission management.
• Intermediate knowledge and experience of macOS and Apple Macbook setup, installation, configuration and administration.
• Ability to action, implement and resolve service requests, incidents, and changes within SLA’s and ITSM framework.
• Ability to provide onsite level 1 and level 2 support services.
• Ability to diagnose and resolve issues independently.
• A sense of ownership to manage, follow up and ensure a professional outcome is delivered.
• Ability to effectively engage and work collaboratively with a wide range of stakeholders.
• Strong customer service and stakeholder engagement skills including excellent communications skills, both verbal and written.
• Ability to work as part of a team in a fast-paced, dynamic and high-pressure environment.
• A strong curiosity that drives a deeper understanding of all things technical
• Analytically minded with a natural flair for troubleshooting and problem solving.
• Passionate about service and the ability to instil this in others.
• Great interpersonal skills including an ability to develop key relationships.
• ITIL certified.
• You like hanging out with and being part of a team.

Interested?

At Betfair we are committed to building a workplace where everyone can fulfil their full potential. We pride ourselves on fostering an environment where all employees feel welcome and included.

We encourage people of all walks of life, abilities, and backgrounds to apply.

We are proudly a WORK180 endorsed employer for women, to learn more of our commitment to Diversity and Inclusion please visit https://work180.com/en-au/for-women/employer/betfair-australia.

Studies show that women are likely to only apply for a job if they meet 100% of the criteria outlined in the job ad. Even if you don’t hit 100%, click apply! You never know where it may lead to.

Interested in applying? Please click Apply now and submit an up to date Cover Letter and Resume.

We are committed to responding to allcandidates within four weeks of application.