IT Support Technician

Description

Broadway Gaming is a dynamic and expanding online gaming company operating mainly in the UK gaming market. We offer Bingo, Casino and Slot products across multiple brands. We have office locations in Dublin, UK, Tel Aviv, Romania and India. We are looking for an IT Support Technician to join our team.

With a wide variety of backgrounds comes a wealth of experience, ideas and personalities and we use these to help us create a great service and a great place to work and learn. Because collaboration is fun and benefits us all and ultimately it benefits our customers.

The Bingo platform is a distributed system serving thousands of concurrent users with a lot of technical challenges.

This is a technical role that offers real career progression. We are looking for someone who has built solid foundations at Level 1 support, is making their way into Level 2, and is ready to grab the opportunity to grow quickly. You will have direct exposure to a wide range of modern cloud technologies and will be trusted to take ownership of your region from day one. If you are hungry to learn, want to be challenged, and are looking for a role where your career can move fast, this is it.

The IT support technician will serve our worldwide sites in Israel, Ireland, India, Ukraine & Romania.

At our core, we live by five key values that shape everything we do:

• Customers First - We create every experience with our customers at heart.
• Bring the Fun - Passion and fun fuel everything we do.
• Always Evolving - We stay curious, brave, and ready to reinvent.
• Better Together - Collaboration makes us stronger, smarter, unstoppable.
• Do What's Right - We act with honesty, fairness, and accountability - always.

Responsibilities

• Provide Tier 1-2 end-user IT support across worldwide sites (Israel, Ireland, India, Ukraine and Romania), taking full end-to-end ownership of issues from first contact through to resolution and root cause; act as the primary IT contact for your assigned region, drive issues to closure without being chased, and escalate to Tier 3 or specialist teams only where genuinely required.
• Serve as the primary point of contact for IT support requests via the ticketing system (Jira Service Management), phone and email; own tickets end-to-end from intake through to resolution, with clear updates throughout the lifecycle and confirmation of closure with the user.
• Troubleshoot, diagnose and resolve issues with laptops, desktops, hardware, software, peripherals and standard business applications; provide on-site support for your region including printers, IoT devices, meeting room AV equipment and physical infrastructure; support keycard and door access management systems where required.
• Own the end-to-end execution of employee onboarding and offboarding (joiners, movers and leavers) for your region; follow documented procedures and checklists precisely, complete all steps including account provisioning/deprovisioning, device setup, access management and asset updates, and identify process gaps or improvements proactively.
• Set up, image and deploy workstations using Windows Autopilot and pre-provisioning; administer Microsoft 365 and Entra ID including user lifecycle, group management, licensing, conditional access policies and MFA; manage SharePoint and Teams administration and support Microsoft Defender for Endpoint within assigned permissions.
• Administer and manage endpoint and identity management platforms including Microsoft Entra ID (user and group management, dynamic groups, conditional access, MFA) and Microsoft Intune (device enrolment, compliance policies, patching, app deployment and BitLocker recovery).
• Own IT asset accuracy for your region; maintain up-to-date records in the ITSM asset register for all devices and users, perform regular reconciliation, and ensure lifecycle states are correctly reflected as part of every onboarding, offboarding and hardware change.
• Coordinate with vendors on hardware replacements, warranty repairs and procurement follow-ups; track actions to completion and keep stakeholders informed.
• Own and maintain IT knowledge base articles (Confluence) for your region; writing clear, well-structured and accurate KBs is a core part of this role, not an afterthought. Documentation must be detailed enough that any team member can execute the work without needing to ask, and must be kept up to date as processes change.
• Uphold and enforce company security policies and standards including least privilege, approved software use, device encryption and data protection; actively support security operations including phishing triage, endpoint quarantine steps and evidence collection, escalating through defined procedures.
• Proactively evaluate and implement new technologies and tooling; identify opportunities to improve systems, processes and the user experience, and see improvements through from initial research and proof of concept to full delivery and documentation.
• Deep dive into IT systems and take full end-to-end ownership; when you identify a problem or gap, you own it, investigate it thoroughly, propose the solution and drive it to completion rather than waiting to be directed.
• Follow defined service targets (SLAs/OLAs) and ensure tickets are responded to and resolved within agreed timeframes; communicate proactively if timelines are at risk.
• Take ownership of your professional development; complete mandatory training within required timeframes, actively pursue certifications aligned to the role, and apply learning directly to improve day-to-day support quality and team capability.
• Working schedule is hybrid (3 days from the office) distributed as follows: Monday-Friday, 09:00-18:00.

Requirements

• Minimum 3 years of hands-on IT support experience, with clear evidence of progression beyond basic helpdesk tasks. Applicants must be able to demonstrate hands-on experience across at least three of the following areas: Microsoft Entra ID administration, Microsoft Intune and endpoint management, Exchange Online administration, Windows Autopilot deployment, Active Directory in a hybrid environment, or network troubleshooting beyond basic connectivity checks. Experience in a single area or purely user-facing helpdesk tasks will not meet this requirement. We are looking for a candidate who is operating confidently at Level 2 and is ready to take the next step toward Level 3 responsibilities. This role offers the exposure, ownership and structured development to make that step quickly for the right person.
• Strong hands-on experience administering Microsoft 365 well beyond basic helpdesk tasks; expected depth includes user and group lifecycle, licensing, Exchange Online (mail flow, shared mailboxes, distribution groups), SharePoint administration, Teams administration, and Microsoft Defender for Endpoint. Routine helpdesk tasks across M365 should be second nature.
• Proven hands-on experience with Microsoft Entra ID (Azure AD) - this is a must-have. Expected depth includes user and group management (including dynamic groups), MFA configuration, conditional access policies, identity lifecycle management, and licence assignment. Candidates should be comfortable working in Entra ID as part of their daily workflow, not just occasionally.
• Proven hands-on experience with Microsoft Intune including device enrolment, compliance policies, app deployment and patching; experience with Windows Autopilot and pre-provisioning is required.
• Experience installing, imaging and troubleshooting Windows 10/11 desktops and laptops; able to work through common endpoint issues methodically and document findings clearly before escalating.
• Practical troubleshooting experience across endpoint, identity and network connectivity issues; able to work through DNS, DHCP, IP, VPN and basic routing problems methodically to establish root cause before escalating. This is not a networking engineering role but candidates must be able to do the groundwork independently rather than escalating immediately. Candidates with no networking awareness beyond password resets will not meet this requirement.
• Exceptional attention to detail; this is non-negotiable in this role. Tickets must be accurate, KBs must be precise, and processes must be followed to the letter. The quality of your documentation reflects the quality of your work.
• Excellent written and verbal communication in English; able to update tickets clearly and keep users informed throughout the lifecycle of a request.
• Strong organisational and time-management skills; able to prioritise a varied workload, manage multiple open tickets and deliver to agreed deadlines without requiring chasing.
• Proven ability to work autonomously as the sole IT contact for a region or site, without a local team or escalation path immediately available. Candidates who have only worked within large structured service desk teams with defined escalation tiers will find this role a significant step change. You must be comfortable owning problems end to end, making decisions independently and managing your own workload without direction.
• At least one confirmed Microsoft certification is required. Candidates without a verified certification will not be considered. Microsoft AZ-900 (Azure Fundamentals) is the minimum expectation. MD-102 (Endpoint Administrator) or any additional Microsoft, CompTIA or ITIL certification is a strong advantage. This role rewards people who invest in themselves and that investment must be evidenced before interview.
• Any of the following certifications would be an advantage but are not required: CCNA, CompTIA Network+, CompTIA Security+. We are more interested in what you have done with your knowledge than the certificate itself.
• Experience administering any of the following is a strong advantage: Atlassian Jira Service Management, Confluence, Azure DevOps, Microsoft Azure, Windows Autopilot, Microsoft Defender for Endpoint, SharePoint, Exchange Online, Proofpoint, CrowdStrike, or Google Workspace. Experience with on-site systems such as printers, IoT devices, meeting room AV or keycard/door access management is also a plus. You do not need all of these - but a track record across several shows the right direction of travel.

Benefits

• Competitive salary above industry standard.
• Full onboarding / training package for all aspects of the role, with continuous training and development.
• Referral bonuses.
• Meal vouchers.
• Private medical subscription.
• Free access to a lot of good books and great articles via Bookster.