About Us 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 FDJ UNITED is seeking a Senior Remote Helpdesk Technician to strengthen our global Corporate IT team In this role you will be the first point of contact for employees ensuring a seamless and efficient IT experience Your focus will include resolving complex technical issues addressing identity-related challenges such as locked out accounts or Conditional Access Policy errors configuring and maintaining endpoints Windows and macOS supporting corporate IT systems and delivering exceptional white-glove service to our senior staff The right person is not just technically capable but owns problems end-to-end communicates clearly and follows through until resolution The position includes working in shifts within the Helpdesk team to cover extended European working hours as well as as well as weekends and nights on-call duties on a rotation Responsibilities General Helpdesk Support Provide expert-level support for all aspects of laptops and desktops Windows and macOS including troubleshooting hardware software This includes OS-level troubleshooting and supporting VDI systems Manage and troubleshoot AV systems in meeting rooms and assist with Teams calls Provide support for Office 365 Teams Outlook and related SaaS tools Triage and resolve security and corporate IT tickets at the L1 and L2 levels escalating critical issues to relevant teams when necessary Assist with VPN connectivity issues and basic network troubleshooting for remote employees Provide support for identity-related issues such as locked accounts forgotten passwords and multi-factor authentication MFA problems Handle in-person support for the Bangalore office including device issues peripherals and basic networking Endpoint Identity and Asset Management Manage corporate endpoints through Microsoft Intune enrollment compliance configuration Leverage Intune and Autopilot to ensure seamless asset registration and zero-touch deployment Maintain an accurate inventory of IT assets using Jira Asset Management Maintain and troubleshoot device compliance policies to ensure all corporate endpoints meet security standards Perform remote troubleshooting sessions using standard tools Quick Assist TeamViewer AnyDesk or BeyondTrust Exposure to Access Packages and Conditional Access policies is desirable Ownership and Troubleshooting Demonstrate problem ownership troubleshooting mindset and follow-through across all cases Escalate only after exhausting Helpdesk-level actions and documenting the path taken Identify recurring issues and propose process or automation improvements Application and User Support Provide end-user assistance for corporate IT systems including Office365 Teams and other SaaS applications Manage application access requests ensuring proper permissions are granted efficiently and securely Assist with the onboarding offboarding and role-changing processes including assistance with automation of user lifecycle workflows Support and maintain integrations with Microsoft Teams to improve workflows and collaboration On-Call Coverage Participate in a weekly on-call rotation providing 24 7 coverage for critical incidents During the assigned week you will handle after-hours calls nights and weekends only Process Optimization and Documentation Define and maintain Jira workflows to enhance ticket triage and maximize self-service resolution Document troubleshooting steps and processes to ensure consistent and timely support of common issues Define and maintain end user documentations including HowTos and self-service troubleshooting guides to reduce Helpdesk overhead and average time to remediation Collaborate with Corporate IT operations teams to build seamless processes that enhance employee productivity Regularly review HelpDesk ticket trends and looks for automation and self-service opportunities in alignment with our IT and Security policies Additional Responsibilities Automate recurring tasks to reduce manual effort and enhance operational efficiency Stay current with the latest tools and technologies to continuously improve IT services Requirements Educational Background Bachelor s degree in Information Technology Computer Science or a related field or equivalent professional experience Core Competencies Troubleshooting mindset problem ownership and follow-through Excellent communication skills clear concise customer-facing English spoken and written Balance between autonomy and team collaboration Customer-oriented attitude with attention to communication quality SLA awareness and structured incident management discipline Experience Extensive experience in remote helpdesk or IT support roles particularly in managing complex endpoint environments Familiarity with Intune Autopilot and Atlassian environment Jira Confluence Strong knowledge of Windows macOS and mobile platforms iOS and Android Experience troubleshooting AV setups and Teams integrations Experience in hybrid support environments remote onsite Technical Skills L1-L2 technical support for Windows macOS iPhone Android Microsoft Intune administration and device compliance management Microsoft Entra ID Azure AD cloud environment Ticketing systems Jira ServiceNow Jira Service Management preferred Basic understanding of VPNs network connectivity and SaaS applications Familiarity with Mobile Device Management concepts Proficiency in the Microsoft Office365 ecosystem Exchange Teams SharePoint etc Awareness of ITIL processes Administrator-level exposure to Jira Service Management is a plus Knowledge of scripting languages PowerShell Bash Python is a plus Interpersonal Skills Exceptional communication and interpersonal skills capable of providing empathetic and efficient support both through written and Teams calls interactions Demonstrated ability to consistently deliver white-glove service to senior staff high-profile users and executives Cultural and Language Proficiency Strong understanding of European work culture with excellent English language skills both written and spoken Certifications Relevant certifications such as MS-900 SC-900 MD-102 MS-102 or ITIL Foundation are a plus Keywords Remote Helpdesk Corporate IT Intune Autopilot Jira JSM Microsoft Teams Office365 AV Support Endpoint Management Identity Management L1 L2 Support Zero-Touch Deployment User Lifecycle Automation IT Support White-Glove Service MacOS Windows VPN SaaS ITIL MFA Support If you are passionate about providing exceptional IT support and want to be part of a collaborative and innovative team we invite you to apply for this exciting chance Our Way Of Working Our world is hybrid A career is not a sprint It s a marathon One of the perks of joining us is that we value you as a person first Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way Application Process 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 Details Hybrid Bengaluru Full Time Permanent TEC2662 Location Bengaluru WeWork - KINDRED INDIVIDUALS PRIVATE LIMITED 43 Residency Rd Bengaluru India KA 560025Loading Benefits Well-being allowance Learning and development opportunities Inclusion networks Charity days Long service awards Social events and activites Meet the recruiter Aditi Joshi aditi joshi kindredgroup com