Senior Remote Helpdesk Technician
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At FDJ UNITED, we don't just follow the game, we reinvent it.
FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.
We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.
Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?
A Senior Remote Helpdesk Technician is required to replace a departing resource in the Bengaluru team and maintain operational stability within the Helpdesk function, especially due to incoming operational challenges such as Football World Cup.The Bengaluru team plays a critical role in providing remote support coverage across multiple regions, acting as a primary layer for triage, incident resolution, and queue management. The seniority of this role is essential, as it carries increased responsibility in handling complex issues, supporting junior technicians, and ensuring consistent adherence to support processes and SLAs.
The loss of a senior resource has a direct impact on team capability, reducing both technical expertise and operational efficiency. This cannot be fully mitigated through redistribution of workload within the existing team, as current capacity is already aligned with demand.
Replacing this role is necessary to maintain service continuity, preserve knowledge within the team, and ensure that the Helpdesk can continue to operate effectively within a hybrid support model.
Impact on the business if the role is not filled or is delayed (including risk to delivery)
Failure to replace this role will result in:
Reduced capacity to handle complex or escalated incidents, increasing resolution times
Increased dependency on other regions, creating bottlenecks and inefficiencies
Additional pressure on remaining team members, increasing the risk of burnout and further attrition
Loss of knowledge and reduced ability to support junior technicians, impacting overall team performance
Potential degradation of SLA performance and user satisfaction
Key changes from the previous incumbent or prior role design (where applicable)
This is a like-for-like replacement. The role scope remains unchanged, with a focus on advanced remote support, incident resolution, queue management, and on-call operations outside of working hours within the Helpdesk team.
Confirmation that budget and headcount exist, if relevant
The role is within the approved budget and existing headcount.
Are there other ways of covering the work being considered? Please specify details of considerations made
Redistribution of responsibilities across the existing team has been considered. However, this is not a viable long-term solution due to current workload levels and the loss of senior-level capability.
While some tasks can be temporarily absorbed, this approach would reduce overall efficiency, increase resolution times, and place unsustainable pressure on the remaining team.
A direct replacement is required to maintain operational balance and service quality.
For like-for-like replacements, additional context must still be provided (e.g., skills criticality, service continuity, transformation implications)
This role is critical due to its seniority and the level of ownership required in daily operations. It contributes not only to ticket resolution but also to process adherence, knowledge sharing, and support for less experienced team members. Replacing this position ensures continuity of service and stability within the team structure.
FDJ UNITED is seeking a Senior Remote Helpdesk Technician to strengthen our global Corporate IT team. In this role, you will be a core part of a disciplined, high-performing support function responsible for delivering reliable, efficient, and business-aligned IT support to employees across the organisation.
You will act as a primary point of contact for technical issues across endpoints, identity, SaaS applications, and workplace technology, while also setting the standard for how support should be delivered: with ownership, sound judgment, clear communication, accurate documentation, and consistent follow-through.
This is a senior hands-on support role for someone who is not only technically capable, but who understands how to operate within a structured team model, manage priorities properly, and drive issues through to resolution without needing to be chased. The role includes shift-based work to help cover extended European business hours, as well as participation in a rotating on-call schedule for nights and weekends.
Role Overview
As a Senior Remote Helpdesk Technician, you will handle a broad range of L1 and L2 support issues across Windows, macOS, mobile platforms, identity, endpoint management, collaboration tools, and core Corporate IT services. You will be expected to take full ownership of incidents and requests from acknowledgement through triage, troubleshooting, resolution, escalation, and closure.
You will also contribute to the maturity of the Helpdesk function by improving documentation, reducing repeat issues, identifying automation opportunities, and helping ensure that support is delivered in a way that is scalable, consistent, and aligned with business expectations.
This role requires a strong balance of autonomy and teamwork. You are expected to act independently, use the fastest effective communication path, maintain clean ticket records, escalate with context, and keep users and colleagues informed throughout the life of a case.
Responsibilities
End-to-End Helpdesk Ownership
Take ownership of support requests from first response through to resolution or escalation. Confirm scope early, including impact, urgency, affected users, device context, and access requirements, then move the issue forward without waiting for prompts. Close the loop with the requester and ensure every case ends with a clear outcome.
Advanced User Support and Troubleshooting
Provide expert support for Windows and macOS devices, mobile devices, peripherals, Office 365, Teams, Outlook, and related SaaS applications. Troubleshoot issues at the hardware, software, OS, identity, and application levels, including remote support for VDI environments, VPN connectivity, and standard endpoint problems.
Identity and Access Support
Resolve identity-related issues such as locked accounts, MFA failures, password resets, access problems, and Conditional Access-related incidents. Support user lifecycle processes including onboarding, offboarding, role changes, and access provisioning in line with security and governance requirements.
Endpoint and Device Management
Administer and support corporate endpoints through Microsoft Intune, including enrollment, compliance, configuration, and troubleshooting. Work with tools and processes such as Autopilot, Apple Business Manager, and Google Zero Touch to support secure and efficient device deployment and lifecycle handling.
Ticket Triage, SLA Discipline, and Escalation Quality
Maintain strong ticket discipline across all work. Ensure tickets are correctly prioritised, appropriately labelled, and kept up to date with accurate status, assignee, waiting states, notes, and next steps. Meet first-response and resolution SLAs, and where SLA risk exists, communicate early and take corrective action. Escalate only after appropriate Helpdesk-level troubleshooting has been completed and documented clearly enough for the next team to continue without rework.
Communication and User Handling
Provide support in a way that builds trust in our IT department, by providing high disciplined operational standards. Keep users informed with clear updates on what happened, what happens next, and when they can expect to hear back. Use the most effective communication channel for the issue, especially where users cannot access the normal support path. Deliver high-quality support to all users, including white-glove service where needed for executives, senior staff, and other high-impact stakeholders.
Documentation and Knowledge Contribution
Document actions clearly and proportionately in the ticket as work is performed. Ensure records include the problem statement, key diagnostics, actions taken, results, ownership, and next steps. Create or improve knowledge base content when repeatable issues, documentation gaps, or better resolution paths are identified.
Process Improvement and Operational Maturity
Review recurring issues and ticket trends to identify opportunities for process improvement, automation, better self-service, or cleaner workflow design. Contribute to improving workflows, support processes, and end-user documentation to reduce unnecessary Helpdesk effort and improve consistency.
Collaboration Across Teams
Work closely with other Helpdesk technicians, infrastructure, security, engineering, and Corporate IT operations teams to ensure clean handoffs, appropriate escalation, and reliable service delivery. Use team channels and shared communication paths rather than isolated one-to-one working wherever possible.
Onsite Support
Provide practical onsite support for the Bengaluru office when required, including endpoints, peripherals, meeting room technology, and basic networking support. This is a secondary part of the role, but it requires the same standards of readiness, ownership, and follow-through as remote work.
AV and Collaboration Technology Support
Support meeting room AV systems, Teams integrations, and collaboration tools. Assist with meeting-related issues and basic AV troubleshooting where needed to maintain a dependable workplace experience.
On-Call Coverage
Participate in the on-call rotation for critical incidents outside normal hours. During on-call periods, stay reachable, respond as expected, and resolve or coordinate incidents. On-call coverage applies to nights and weekends only and is part of the Remote Technician role with extra compensation.
Requirements
Experience
You have substantial experience in remote Helpdesk or IT support roles, including ownership of complex endpoint, identity, and user support issues in a structured support environment. You are comfortable operating at senior technician level, balancing autonomy with teamwork and maintaining a high standard across both technical execution and support process discipline.
Technical Expertise
You should have strong hands-on experience with most of the following:
Windows and macOS support
iPhone and Android support
Microsoft Intune and endpoint compliance
Microsoft Entra ID / Azure AD
Microsoft 365, including Exchange, Teams, Outlook, and SharePoint
Ticketing platforms such as Jira or ServiceNow, with Jira Service Management preferred
Asset management, ideally Jira Asset Management
VPN and basic network troubleshooting
SaaS support in a corporate environment
Experience with Autopilot, Apple Business Manager, Google Zero Touch, Conditional Access, Access Packages, AV troubleshooting, and Teams integrations is highly valuable.
Operational Strength
You understand how a strong Helpdesk function operates. You are comfortable with SLA-driven work, structured triage, accurate prioritisation, escalation discipline, and maintaining clean ticket records. You understand that documentation is part of the job, not an afterthought.
Communication and Service Delivery
You communicate clearly, directly, and professionally in spoken and written English. You can support users confidently across different levels of the organisation and can adapt your approach when dealing with urgency, frustration, or senior stakeholders. You understand the difference between good service and unsustainable support habits.
Problem Solving and Ownership
You are proactive, structured, and persistent. You do not wait to be told every next step when the path is clear. You troubleshoot methodically, escalate with context, and follow through until the issue is properly resolved or handed over.
Additional Strengths
Experience with scripting or automation using PowerShell, Bash, or Python is an advantage. Familiarity with Jira workflow design, self-service optimisation, and support process improvement is also highly valued.
Education and Certifications
A degree in Information Technology, Computer Science, or a related field is welcome, but equivalent professional experience is equally valid. Certifications such as MS-900, SC-900, MD-102, MS-102, or ITIL Foundation are advantageous.
About the role
This is a senior role within a Helpdesk function that values ownership, consistency, clarity, and steady operational improvement. It suits someone who wants to do more than resolve tickets one by one. You will help shape support quality, improve the way the team operates, and contribute to a function that is expected to be reliable, disciplined, and trusted across the business.
We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.
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