Senior Remote Helpdesk Technician
FDJ UNITED is seeking a Senior Remote Helpdesk Technician to strengthen its global Corporate IT team. In this role, the technician 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.
The technician 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.
- 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 the 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.
- Substantial experience in remote Helpdesk or IT support roles, including ownership of complex endpoint, identity, and user support issues in a structured support environment (required)
- Strong hands-on experience with Windows and macOS support (required)
- Experience with iPhone and Android support (required)
- Experience with Microsoft Intune and endpoint compliance (required)
- Experience with Microsoft Entra ID / Azure AD (required)
- Experience with Microsoft 365, including Exchange, Teams, Outlook, and SharePoint (required)
- Experience with ticketing platforms such as Jira or ServiceNow, with Jira Service Management preferred (required)
- Experience with asset management, ideally Jira Asset Management (required)
- Experience with VPN and basic network troubleshooting (required)
- Experience with SaaS support in a corporate environment (required)
- Experience with Autopilot, Apple Business Manager, Google Zero Touch, Conditional Access, Access Packages, AV troubleshooting, and Teams integrations is highly valuable (nice-to-have)
- Clear, direct, and professional communication skills in spoken and written English (required)
- Experience with scripting or automation using PowerShell, Bash, or Python is an advantage (nice-to-have)
- Familiarity with Jira workflow design, self-service optimisation, and support process improvement is also highly valued (nice-to-have)
- A degree in Information Technology, Computer Science, or a related field is welcome, but equivalent professional experience is equally valid (nice-to-have)
- Certifications such as MS-900, SC-900, MD-102, MS-102, or ITIL Foundation are advantageous (nice-to-have)
- Extra compensation for on-call coverage
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.