End User Support Engineer

About Us

Welcome to Pinnacle, the ultimate destination for sports enthusiasts seeking an exhilarating sportsbook and gaming experience! Established in 1998, we have solidified our position as one of the globe's foremost licensed online gaming companies. With our cutting-edge offerings, we guarantee an electrifying experience that will keep you on the edge of your seat.

Pinnacle invites you to join our team and become an instrumental figure in the exciting realm of sports betting. Our vibrant team is fueled by passion and driven by innovation, working together to redefine the landscape of sports betting and gaming. Together, we constantly strive to surpass limitations and deliver unparalleled experiences to sports enthusiasts worldwide. Prepare yourself for a thrilling journey and discover sports in an entirely new dimension with Pinnacle!

Role Overview

The End User Support Engineer plays an essential role in providing first-line support for a global company with multiple offices worldwide and 24/7 operations. This role focuses on offering both physical and virtual support to end users, on a rotating shift schedule. The engineer will support a global workforce, manage the end-user device inventory, track assets, and handle user-related incidents. Additionally, they will serve as the primary contact for first-line support, collaborating with other IT teams to enhance operational excellence. A customer-centric approach is crucial for delivering high-quality support, ensuring a positive user experience, and continuously improving IT services and user satisfaction.

Key Responsibilities:

• Device Management:

  • Configure and manage mobile devices, laptops, and desktops using tools such as Microsoft Intune, Microsoft Defender, and the Microsoft 365 Admin Center.

  • Automate device provisioning and manage remote deployment of devices with Intune and Autopilot.

  • Enforce compliance and security standards to protect the company’s intellectual property.

  • Conduct regular maintenance on end-user devices, including applying patches, performing upgrades, and managing user accounts.

• First-Line Support and Incident Response:

  • Act as the first point of contact for end-user IT issues, delivering customer-focused, first-line support to staff and ensuring prompt, positive resolutions.

  • Lead incident management for end users, handle escalations, and coordinate with incident response or other teams as needed, providing timely updates, clear communication with users, and efficient resolutions.

  • Serve as the primary contact during service incidents, coordinating with IT teams and ensuring clear communication until resolution to maximize user satisfaction.

  • Maintain clear communication channels (e.g., MS Teams, Slack) to facilitate smooth operations and prompt user support.

  • Provide exceptional customer service by managing expectations and fostering a positive, supportive environment.

• On-Site Hardware Maintenance:

  • Perform routine maintenance, repairs, and upgrades for on-premises hardware, including desktops, laptops, printers, scanners, and networking equipment.

  • Troubleshoot hardware issues, replace faulty components and liaise with vendors for warranty services or advanced repairs.

  • Set up and configure new hardware, ensuring compatibility with corporate systems and seamless integration into the work environment.

  • Manage and maintain on-site inventory of IT equipment, ensuring optimal availability and readiness.

• Security and Compliance:

  • Enforce and monitor security policies through Intune, covering BitLocker, Microsoft Defender, and end-user firewall configurations.

  • Manage access to corporate systems through RBAC controls and conditional access policies.

  • Support compliance audits and ensure IT policy adherence, with a focus on user trust and data protection.

• Application Deployment and Configuration:

  • Deploy, manage, and troubleshoot the company’s pre-approved applications on end-user devices.

  • Create and update software packages.

  • Provide application support to users for custom software and desktop applications, ensuring user satisfaction and minimal downtime.

• Documentation and Reporting:

  • Document support activities, troubleshooting steps, and resolutions with clarity to enhance user understanding and future reference.

  • Maintain comprehensive incident logs and produce reports on device compliance, health, and end-user experience for continuous improvement.

• 7. Continuous Improvement:

  • Identify opportunities to enhance processes in end-user support, device management, and the overall user experience.

  • Collaborate with other IT teams to optimize deployment, monitoring, and support, with a focus on end users.

  • Work with peers to refine practices, mentor team members to develop their skills, and foster innovation and continuous improvement within the team.

Experience and Qualifications:

• A bachelor’s degree in Computer Science, Information Technology or a related field is advantageous.

• 5+ years of IT operations experience, including at least 3 years in end-user support.

• Microsoft Certified: Endpoint Administrator Associate (MD-102) – Required

• Microsoft Certified: Azure Fundamentals (AZ-900) – Preferred

• CompTIA A+ – Preferred

Skills:

• Ability to work effectively within a team on a shift schedule.

• Strong communication skills, with the ability to interact clearly with end users through various channels, including email, chat, screen-sharing sessions, etc.

• Proven ability to deliver excellent customer service with a focus on end-user satisfaction and service quality.

• Amenable to occasional local travel for on-site end-user support.

We are an equal opportunity employer dedicated to fostering an inclusive and diverse workplace. We prioritize hiring the best candidates based on their skills and qualifications, irrespective of race, gender, age, religion, or any other characteristic. Our strength lies in our diverse teams, and we proudly celebrate and empower everyone to embrace and promote diversity throughout their time with us.