IT Desktop Support Senior Engineer

Job Description

ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands and products all built with one goal in mind — to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That’s no easy task, which is why we’re so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give.

Our brands include:

• FanDuel — A game-changing real-money fantasy sports app
• FanDuel Sportsbook — America’s #1 sports betting app
• FanDuel TV — "The Bettor Sports Network" bringing live sports and interactive content to the games fans care about most
• FanDuel Racing — A horse racing app built for the average sports fan
• FanDuel Casino & Betfair Casino — Fan-favorite online casino apps
• FOXBet — A world-class betting platform and affiliate of FanDuel Group
• PokerStars — The premier online poker product and affiliate of FanDuel Group

THE POSITION:
Our roster has an opening with your name on it

The Senior IT Support Engineer will be a hands-on, senior member of the IT support team responsible for company desktops, laptops, mobile devices, and application support. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. In consultation with the Lead IT Support Engineer, they will ensure the proper allocation of computer hardware and software resources, maintain business applications, and ensure the reliability and sustainability of information and communication resources. Using effective communication, technical, and analytical skills the Senior IT Support Engineer provides tier 2 technical support including maintenance and upgrading of resources, and, within delegated authority, supervises IT support personnel. In keeping with company values and competencies, the Senior IT Support Engineer develops and maintains positive working relationships with all contacts internal and external.

THE GAME PLAN:
Everyone on our team has a part to play

• Possesses a higher level of technical knowledge and understanding.
• Capable of working autonomously without direct oversight.
• Maintain and monitor core servers and services.
• Provide day to day IT Service Desk tier 1 and 2 support to end users.
• Own the on/off boarding of company employees which includes but not limited to provisioning equipment, workstation setup and identity access management solutions.
• Provide mentorship & supervisory leadership to junior technicians.
• Assist in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of laptops and local services.
• Lead with technical expertise and hands-on support of end user infrastructure (hardware, software/OS) including but not limited to Mac and PC laptops, AV equipment, and other office technical equipment.
• Provide outstanding executive support for senior/C-Level leadership.
• Coordinate with the Operations team to maintain a 24x7 systems operation with a rotating On-call schedule for production support issues.
• Work on internal IT projects and projects involving other stakeholders.
• Uncover, research and educate the team on the newest technologies.
• Manage hardware procurement and asset management.
• Creating and maintaining technical documentation.
• Manage AV systems during large company webinar events.
• Maintain and develop IT ticketing system and standards.

THE STATS:
What we're looking for in our next teammate

• 2 year experience in a user or customer facing role. 2 years Experience in a tech support role. BA and IT certifications preferred.
• Excellent interpersonal skills with executive staff under high pressure situations
• Strong communication skills and ability to work as a team
• Strong knowledge of enterprise applications, tools and operating systems.
• Strong technical knowledge in providing 24/7 support.
• Experience in streamlining user device support functions.
• Working knowledge of IT and engineering technologies and operations.
• Strong analysis capabilities and skills in structured problem solving.
• Strong program and service delivery skills.
• Deep sense of urgency and ability to identify and achieve quick wins.
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
• Great communications and collaboration skills.
• Ability to work on site up to 5 days per week.

THE CONTRACT:
We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Mentorship and professional development resources to help you refine your game
• Flexible vacation allowance to let you refuel
• Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.

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