Rank Interactive, the digital arm of the Rank Group plc, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

With offices in the UK, Gibraltar, Malta, Barcelona, Mauritius, South Africa, and Israel and being part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

The Rank Group is growing rapidly within both our Venues and Digital businesses. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which, together with our existing Digital business, forms Rank Interactive.

We employ circa 8,000 people globally, with our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar, which is home to our existing Rank Digital function – Rank Interactive.

We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering. By joining an office-based or operational function with us, you’ll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.

Main Accountabilities and Responsibilities

The role holder provides digital and network operations centre support across our digital platform together with our retail venues, offices and datacentres with particular attention to digital operations and network devices.

• Monitor digital platform, offices network and retail venues network using a variety of tools – primarily New Relic, Meraki and SolarWinds to pro-actively identify performance issues or on-going incidents, log tickets and troubleshoot faults across two distinct technologies.
• Write KB articles, identify improvements to monitoring and share knowledge based on outcomes of tickets from major incidents.
• Act as a point of liaison between support, technical teams, external vendors and any other digital or retail support.
• Chase vendor support and service request tickets to ensure tickets are resolved within SLAs.
• Troubleshoot, diagnose, manage, and resolve incidents for digital platform and retail connected EUC devices or escalate as appropriate.
• Troubleshoot digital or retail wired and wireless issues in remote locations with support from internal squads or venue staff together with on-site third party and Rank IT engineers.
• Configure network devices and other general switchport configuration to segregate gaming vendor traffic.
• Troubleshoot switch incidents and apply switch configurations requests.
• Help non-technical users with EUC applications and devices.
• Remote assist with a range of issues from workstations, operating systems, application & reducing downtime, and productivity for all users.
• Discuss and explain technical situations to a non-technical audience.

Perform to a high standard any other duties as requested by the line manager.

• 1-2 years’ experience in an IT support environment
• Understanding of network principles – OSI model, IP addressing and basic understanding of routers, switches, and firewalls.
• Excellent problem-solving skills and the ability to analyse and troubleshoot complex network and application issues.
• Understanding of ITIL framework
• Good Planning and Organisational Skills
• Ability to work independent and collaborative within a team.
• Able to operate proactively with minimal supervision.
• Able to operate under stressful conditions.
• Able to manage time and priorities effectively.
• Experience with scripting languages is an advantage.

Beneficial:

• Industry-relevant experience (Microsoft, Cisco, AWS, Azure, Cloudflare, New Relic)
• Industry-relevant certifications (CCNA, CCNP, AWS, Security) 
• A good understanding of Meraki, SolarWinds, New Relic

Relevant degree qualification

• Demonstrates sense of passion and pride about own work. Positive attitude and adapts well to change. Inspires passion and excitement around shared goals, promoting environment of achievement.
• Ability to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately.
• Ability to identify, influence and work collaboratively with internal Stakeholders and key external service providers.
• Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs.
• Confronts and works through tough issues, demonstrating perseverance and a sense of urgency.
• Has a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business.
• An ability and desire to learn new skills and technologies.
• Positive attitude can work with ambiguity and adapts well to change.

#LI-Hybrid #LI-MN1

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.  

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us. 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.  

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.    

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.