ABOUT US:

Welcome to Pinnacle, the ultimate destination for sports enthusiasts seeking an exhilarating sportsbook and gaming experience! Established in 1998, we have solidified our position as one of the globe’s foremost licensed online gaming companies. With our cutting-edge offerings, we guarantee an electrifying experience that will keep you on the edge of your seat.
Pinnacle invites you to join our team and become an instrumental figure in the exciting realm of sportsbetting. Our vibrant team is fueled by passion and driven by innovation, working together to redefine the landscape of sports betting and gaming. Together, we constantly strive to surpass limitations and deliver unparalleled experiences to sports enthusiasts worldwide. Prepare yourself for a thrilling journey and discover sports in an entirely new dimension with Pinnacle!

QUALIFICATIONS & SKILLS:

• Experience: 1+ year of experience in a customer-facing technical support role, preferably in a 24/7 operational environment.
• Technical Expertise: Hands-on experience troubleshooting PCs, laptops, mobile devices, and software applications.
• Problem-Solving Skills: Strong analytical and troubleshooting abilities to diagnose and resolve technical issues efficiently.
• Communication: Excellent verbal and written communication skills in English, with the ability to explain technical concepts to non-technical users.
• Customer Focus: A user-centric mindset with a passion for delivering exceptional support and building positive user experiences.
• Adaptability: Ability to quickly learn new technologies and adapt to changing business needs and environments.

THIS ROLE WILL BE BASED IN MALTA. RELOCATION PACKAGE WILL BE PROVIDED.

Job Title: End User Support Technician
Reports To: End User Site Lead
Location: Malta - Onsite

ROLE OVERVIEW:

We are seeking a proactive End User Support Technician to provide high-quality technical support to onsite users with a customer-centric approach. This role involves troubleshooting, maintaining, and optimizing hardware and software to ensure seamless business operations. The ideal candidate is a problem-solver with a passion for technology, thrives in a fast-paced environment, and prioritizes excellent customer service. You will play a critical role in ensuring the smooth functioning of IT systems, empowering end users, and contributing to the overall efficiency of our operations.

KEY RESPONSIBILITIES:

• Onsite Technical Support: Provide hands-on support for installing, configuring, and maintaining hardware, software, and peripherals to ensure optimal performance and minimal downtime.
• Issue Resolution: Diagnose and resolve technical issues related to workstations, laptops, printers, and mobile devices through phone, email, or in-person interactions.
• Hardware & Software Management: Assist with upgrades, software deployments, and maintenance of all hardware and software components to ensure they meet business needs.
• Documentation & Knowledge Sharing: Maintain accurate records of issues, resolutions, and configurations, and update the knowledge base to improve future support efficiency.
• User Training & Support: Train and guide end users on the effective use of hardware, software, and IT systems to enhance productivity and reduce recurring issues.
• Inventory & Asset Management: Manage and track hardware and software assets, ensuring proper maintenance, accurate inventory records, and timely replacements.
• Continuous Improvement: Identify opportunities to enhance system performance, user experience, and support processes through proactive monitoring and feedback.
• Escalation & Collaboration: Escalate complex technical issues to specialized teams and collaborate with cross-functional teams to ensure timely resolution.
• Process Implementation: Ensure high service quality and efficient ticket resolution while meeting SLAs and maintaining user satisfaction.
• Compliance & Security: Ensure compliance with IT security policies and best practices for device management, safeguarding company data and systems.