Service Desk Engineer

Company Description

We’re one of the world’s leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 120 million customers in 26 languages. 

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of growth opportunities, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our global worldwide.

Our focus on In-Play betting has solidified our market-leading position, featuring more than 1.38 million In-Play sporting events a year. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe (750,000), we handle over 6 million HTTP requests daily and process more than 1.5 million bets per hour at peak.

Job Description

We're looking for a dedicated and detail-oriented Service Desk Engineer to join our technical support team in Bogotá, Colombia. As the primary point of contact for our global workforce, you will deliver exceptional technical support and service request fulfillment while maintaining the highest standards of customer satisfaction. This is a dynamic role that combines technical expertise with genuine empathy, offering you the opportunity to make a meaningful impact on our organization's operational success.

• Act as the single point of contact for incident resolution and service requests from employees worldwide, ensuring timely and effective solutions
• Troubleshoot technical issues across hardware, software, and IT infrastructure, utilizing analytical skills to diagnose and resolve problems efficiently
• Communicate effectively via phone and live chat in English, Spanish, and Portuguese to capture detailed information, provide support, and escalate issues appropriately
• Log, track, and manage incidents and service requests using IT ticketing systems while adhering to established business processes and service level agreements
• Provide remote technical support using industry-standard tools, guiding users through solutions with patience and clarity
• Fulfill service requests by ensuring employees have the necessary equipment and resources to perform their roles effectively
• Collaborate with team members and escalate complex issues to specialized technical teams when required
• Document solutions and contribute to knowledge base improvements to enhance team efficiency and support quality
• Maintain organized records and follow transparent communication protocols to keep stakeholders informed of progress
• Adapt to shift-based scheduling requirements to support our 24-hour global operation

Qualifications

• Strong interpersonal and customer service skills with a genuine commitment to supporting users at all organizational levels
• Excellent technical, analytical, and troubleshooting abilities with the capacity to solve complex IT problems systematically
• Proficiency in verbal communication in English, Spanish, and Portuguese; written communication skills in English required
• Demonstrated experience with IT ticketing systems (such as ServiceNow, Jira, or similar platforms)
• Solid knowledge of IT infrastructure, hardware, software, and common support scenarios
• Self-motivated with the ability to work independently and manage time effectively in a fast-paced environment
• Quick learner who embraces new technologies and processes with enthusiasm
• Experience with remote support tools and remote troubleshooting techniques
• Familiarity with incident management principles and service desk best practices
• Strong organizational skills with attention to detail and accuracy
• Resilient mindset with the ability to remain calm and empathetic when handling challenging situations
• Preferred: CompTIA A+, CompTIA Network+, or equivalent IT certification
• Preferred: Previous experience in a technical service desk or IT support role

Additional Information

• Answering phone calls within Service Level Agreements (SLA’s), whilst providing an excellent customer experience.
• Handling Live Chats efficiently and professionally.
• Logging, progressing and providing updates on tickets for incidents and service requests.
• Ensuring that first line incidents are resolved quickly and efficiently.
• Ensuring that second line incidents are investigated and promptly escalated where required.
• Managing open incidents, working with second and third line teams to gain the fastest resolution based on incident SLA’s.
• Providing remote and on-site support and fixes.
• Providing administrative support to ensure that business critical processes are adhered to.
• Maintaining and administering user accounts in line with security requirements.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.