As a Senior EUC Technician at DAZN's Technology hub in Hyderabad, you will be an integral part of our Global Team, responsible for providing expert support and technical solutions to our end users. Reporting to the EUC Team Lead for the region, you will take a leadership role, working independently and collaboratively with other EUC Engineers to ensure efficient operation and continuous improvement of our IT environment. You will be the go-to person for complex technical issues, providing guidance and mentorship to junior team members
Department
61-688 - Technology Operations - IT Operations
Employment Type
Permanent - Full Time
Location
India - Hyderabad
Workplace type
Onsite
What you'll be doing:
- Effectively manage a team of EUC engineers
- Provide advanced desktop support to the Board and C-Suite executives, delivering timely and effective solutions to their technical needs.
- Take ownership of escalated technical problems, both remotely and in person, and drive their resolution to minimize disruption to end-users' workflow.
- Manage and prioritize 2nd line support service requests, ensuring prompt resolution and high customer satisfaction.
- Lead hardware and software purchasing, services, and support activities, collaborating with vendors and ensuring cost-effectiveness.
- Maintain and optimize the user-facing infrastructure, including desktops, laptops, mobile devices, and printers, ensuring optimal performance, security, and compliance.
- Identify potential system improvements and changes, and work with the EUC Team Lead to implement them effectively.
- Ensure adherence to agreed service levels and department guidelines, proactively monitoring and managing the performance of IT services.
- Maintain and update the Configuration Management Database (CMDB) with accurate and relevant information.
- Enhance the knowledge base with advanced troubleshooting techniques, solutions, and best practices.
- Collaborate with other technology teams responsible for Enterprise Systems and Infrastructure, fostering strong cross-functional relationships and ensuring smooth integration and operation of IT services.
- Should be flexible to work on Rotational shifts as per the business needs.
- Shift work : 09:00 - 18:00, 10:00 -19:00, 12:00 – 21:00 with potential for 24 x 7 support in the future.
What you'll bring:
- Provide leadership to the team, setting clear expectations, and fostering a positive and productive work environment. This includes guiding, mentoring, and motivating team members to achieve their goals and perform at their best.
- Provide expert technical support to end-users, both remotely and in person, troubleshooting complex hardware, software, and network-related issues.
- Lead the installation, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripheral equipment.
- Assist in the setup and maintenance of user accounts, email, and other software applications, ensuring seamless user experiences.
- Collaborate closely with the global IT team to ensure consistent delivery of IT services, adherence to established procedures and policies, and efficient problem resolution.
- Plan and execute hardware and software upgrades, patches, and installations as required, minimizing downtime and disruption.
- Oversee inventory management activities, including asset tracking, procurement, and disposal of IT equipment, ensuring accurate records and cost-effectiveness.
- Document and maintain comprehensive records of support requests, incidents, and resolutions using the designated ticketing system.
- Contribute to the development and maintenance of the knowledge base, sharing advanced troubleshooting techniques, solutions, and user guidance.
- Stay abreast of emerging technologies and industry best practices, evaluating their potential impact and implementing innovative solutions to improve overall IT service delivery.
- Should be flexible to work on Rotational shifts as per the business needs.
Requirements:
- Exceptional customer care skills, providing a high level of service to end-users, including VIPs.
- Extensive experience working in a Service Desk environment, handling complex support requests and incidents.
- Proficiency in Windows and macOS, demonstrating advanced troubleshooting skills and configuring complex systems.
- Strong experience with MS Office 365, including installation, configuration, and advanced troubleshooting.
- Advanced knowledge of networking principles, including TCP/IP, DNS, and DHCP, with the ability to troubleshoot network-related issues.
- Expertise in mobile device management, specifically with iOS devices, ensuring secure and efficient mobile experiences.
- Proven experience in managing and resolving issues with video conferencing equipment and software, supporting seamless collaboration.
- Track record in dealing with hardware suppliers, managing procurement processes, and resolving complex hardware-related issues.
- Outstanding communication and interpersonal skills, able to effectively interact with users at various levels within the organization, including senior executives.
About DAZN
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.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
Agility and creativity fuel growth and innovation, to Make It Happen.
Prioritising what matters drives progress and positive outcomes, Focusing On Impact.
Collective ambition builds optimism and success, in order to Win As One.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
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.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.
