Helpdesk Team Leader

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Employer: EveryMatrix
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 02.12.2017
    Short company description

    EveryMatrix is a leading IT software supplier for the iGaming industry, with products like a fully managed, multi award-winning sportsbook, dozens of casino and live casino providers integrated into one lobby & wallet, a vendor neutral gaming management platform with payment processing and much more.

    Requirements

    Minimum 3 years of experience in a similar position;
    Experience in managing small technical teams is required;
    Outstanding organization and communication skills;
    Experience with various operating systems Windows, Linux, Mac OS;
    Networking: TCP/IP, wired and wireless networks configuration, VPNs;
    PC Hardware configuration & diagnostic;
    Network peripherals: multifunctional printers, scanners, etc. ;
    Networking services and protocols: DHCP, DNS, SMTP, IMAP,POP, etc.;
    Services: Antivirus Software, Windows Active Directory, WSUS;
    Previous Experience with an ITSM Service Desk Solution will be considered an advantage;
    Strong internal customer orientation;
    Strong improvement orientation;
    Strong process orientation;
    Excellent oral and written communication and analytical skills required;
    Studies: Computer Science, Electronics or similar;

    Responsibilities

    Manage a 5 persons international Helpdesk team;
    Ensures that Support Services meet (or exceed) internally prescribed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs);
    Handles requests from internal clients and / or escalate to appropriate teams;
    Works closely with other IT teams to ensure smooth escalations, close working relationships and effective end-to-end customer assistance;
    Creates and manages Active Directory users and groups according to internal procedures or requests received from internal clients;
    Creates email addresses and email groups;
    Handles all hardware and software malfunctions;
    Offers support for different business applications (. JIRA, Confluence, SharePoint, etc.);
    Acquires, configures and distributes new equipment according to requests received from internal clients (laptops, phones, headphones, etc.);
    Creates a customer-centric culture for all areas of responsibility and the IT department as a whole.

    Other info

    Perks & Benefits:

    Headquarters in the heart of the city, at Unirii Square;
    Internal & external training;
    Health and well-being in house programs;
    Daily catered lunch (classic & raw-vegan);
    Private healthcare and dental care discounts;
    We hold team building activities and office parties throughout the year;
    Extra vacation days with every year inside the company;
    You will be part of a young and pleasant work environment;
    We lighten up our workplace with an entertainment corner;
    An ever-growing library (online & offline);
    Our very own gym.