Global Support Desk -Support Engineer

☞ DAZN Group

전망: 101

갱신일: 25-04-2024

위치: Mangalore Karnataka

범주: 기계 / 기술 제약 / 화학 / 바이오 테크 유지 IT-하드웨어 / 네트워킹 정보 기술 경영진 인쇄 서빙 / 클리너 / 가정부 PG / PB / 리셉션 행사 교육 훈련

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Job Description

Job Title:
Global Support Desk -Support Engineer
Location:
Mangalore, India
Schedule:
Full-Time, Permanent
Team:
IT Services
Department:
Technology

What’s your new role about?

Job Role:
A GSD support engineer has three key areas of responsibility: manage continual flow of service issues and requests, maintain system availability and manage the swift return to service of any incident affecting product availability. Sports broadcasting is a rapidly growing requirement and need for clients across the world in many fields and thus an interest for sport and an analytical mind is needed to handle a fast paced and exciting product.

The team must work together, completing tasks independently, but ensuring that product delivery of the business can continue. The role of global support desk support engineer is critical to keeping all the systems up to date and running to support the products of the business. A career as a global support desk support engineer requires dedication to continuing education, as technology is constantly changing, and it is necessary to invest time and effort to stay current.

As our new GSD - Support Engineer, you’ll have the opportunity to:

  • Work in a first line support team who act as the SPOC (single point of contact) for internal/external stakeholders to report incidents and requests related to our products and services.
  • GSD support engineer’s primary objective is to ensure that in the event of an incident service is returned as quickly as possible by taking appropriate steps following established or available processes.
  • The key activities being to detect and identify incident, matching incident to known problems, quick resolution of incident, prioritizing incidents in terms of impact and urgency and correctly escalating incidents to ensure that timely resolution.
  • As the single point of contact (SPOC), the team owns all incidents from initial detection, logging, escalation, to closure.
  • Support of live event and GVN services and follow procedures when issues arise.
  • Monitor live critical systems using tools provided and follow procedures when issues arise. Providing excellent communications by way of notifications and updates, both written and oral to the business and external parties.
  • Provide stats for the Daily Support Desk report on call trends.
  • Publishing support documentation to assist staff with requests for information & provide staff training if required.
  • Answer support queries from clients, account management and remote offices in accordance with company policies and procedures.

You’ll be set up for success if you have:

  • A university or college qualification in computer services, information technology systems, or computer programming.
  • Incident Management experience - Managing incidents including business expectations and communication.
  • Sporting Knowledge.
  • Excellent English written and verbal communication skills and telephone manner.
  • Previous IT Service Desk/Support Desk experience required to have an understanding of multimedia/IP TV/Internet Streaming/Mobile support is preferable.
  • Must be able to work shifts which will include weekends, public holidays and overnights.
  • Good broadband connectivity to enable working from home effectively.

Even better if you have:

  • Sports media and customer service background is also useful for this role.
  • If you enjoy working with technology, focused on details, and can work as a team member.
  • An ITIL qualification is preferable but not essential.
  • Experience of a fast-moving support environment would be an advantage, ideally having developed a strong Broadcast/IT aptitude.

SUMMARY:

  • Job Title: Support Engineer – Global Support Desk
  • Reports To: Team Lead – Global Support Desk
  • Career Level: CL1
  • Country and Location: Mangalore, India
  • Hours of Work: 12 Hours/9 Hours (Flexible to work in shifts)
  • Line Management Responsibility: No

Here’s a little more about us…


At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So if you want to push boundaries and make an impact, DAZN is the place to be.

As part of our team you’ll have the opportunity to make your mark and the power to make change happen. We’re doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We’re using world-class technology to transform sports and revolutionise the industry and we’re not going to stop.

If you’re ambitious, inventive, passionate, brave and supportive, then you’re the kind of person who’s going to enjoy life at DAZN.

We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations and gender identities. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

We look forward to hearing from you.

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마감 시간: 09-06-2024

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