📍 Job Overview

Job Title: Technical Support Engineer
Company: Yggdrasil Gaming
Location: St. Julian's, Malta
Job Type: Full-time, Hybrid
Category: IT Support & Systems Administration
Date Posted: June 12, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: On-site with hybrid working options

🚀 Role Summary

Key Responsibilities: Maintain hardware inventory, install and configure systems, provide user support, and ensure security compliance.
Key Skills: IT support, systems administration, Windows, macOS, Active Directory, Office 365, networking, problem-solving, communication, and time management.
📝 Enhancement Note: This role requires a balance of technical proficiency and strong interpersonal skills to effectively support users and maintain IT infrastructure.

💻 Primary Responsibilities

📝 Enhancement Note: The following responsibilities highlight the technical aspects of the role, focusing on hardware management, user support, and security maintenance.
💡 Hardware Management:
- Order hardware and licenses for employees, maintaining accurate records.
- Install and configure computer hardware, operating systems, and applications.
- Maintain up-to-date hardware inventory and track released equipment.
🤝 User Support:
- Assist staff or clients with setup, troubleshooting, and technical guidance, either in-person or remotely.
- Diagnose and resolve hardware/software issues, replacing parts as needed.
- Create and manage user accounts, profiles, and access permissions.
🔒 Security Compliance:
- Ensure compliance with internal security policies and regulatory requirements.
- Conduct regular security awareness training sessions for employees.
- Monitor and maintain computer systems, networks, and IT infrastructure.
📊 Additional Responsibilities:
- Prioritize and manage multiple open support cases simultaneously.
- Test, evaluate, and provide feedback on new technologies or solutions.
- Write clear procedural documentation and technical reports.

🎓 Skills & Qualifications

Education: A diploma or degree in IT, Computer Science, or a related field is required.

Experience: Proven experience in IT support, systems administration, or a similar role is essential.

Required Skills:

Strong knowledge of Windows and/or macOS operating systems.
Familiarity with Active Directory, Office 365, and common endpoint security tools.
Understanding of networking basics (TCP/IP, DNS, DHCP, VPNs).
Excellent problem-solving skills with a methodical and logical approach.
Strong communication and interpersonal skills, especially in guiding non-technical users.
Ability to manage time effectively and prioritize tasks under pressure.

Preferred Skills:

Experience with IT asset management tools or ticketing systems.
Knowledge of ITIL framework or certification (e.g., ITIL Foundation).
Hands-on experience in cybersecurity practices or training delivery.
Experience supporting cloud environments.
Ability to write clear procedural documentation and technical reports.
Exposure to virtualization technologies.
A proactive approach to researching and testing new tools and technologies.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: Although this role focuses on hardware and user support, having a portfolio showcasing relevant IT projects can demonstrate the candidate's technical skills and problem-solving abilities.

Portfolio Essentials:
- Documented case studies of hardware installations, system configurations, or user support projects.
- Examples of security protocols implemented or maintained.
- Testimonials or recommendations from satisfied users or colleagues.
Technical Documentation:
- Detailed guides on hardware setup, software installation, or troubleshooting processes.
- Records of security awareness training sessions conducted.
- Reports on system performance, network health, or security audits.

💵 Compensation & Benefits

Salary Range: €25,000 - €30,000 per year, depending on experience, qualifications, location, and education.

Benefits:

Gym Membership: Fully sponsored gym membership to encourage a healthy lifestyle.
Wolt Vouchers: Monthly vouchers for food delivery services.
Hybrid Working: Flexible working arrangement combining on-site and remote work.
Leadership Development: Annual program offering targeted training and mentorship for career growth.
Private Healthcare: Top-tier private healthcare services for employees and their families.

Working Hours: Full-time, typically 40 hours per week, with flexible hours and maintenance windows as needed.

📝 Enhancement Note: The salary range provided is based on the company's budget and market rates for this role in the Malta region.

🎯 Team & Company Context

🏢 Company Culture

Industry: Yggdrasil Gaming operates in the iGaming industry, focusing on transforming ideas into groundbreaking gaming experiences and aggregating content from various providers.

Company Size: Yggdrasil Gaming has around 250 employees, providing a mid-sized company culture that encourages collaboration and innovation.

Founded: Yggdrasil Gaming was founded in 2013, with a strong focus on growth and transformation in the iGaming industry.

Team Structure:

The TechOps team consists of various roles, including Technical Support Engineers, Systems Administrators, and IT Specialists.
The team works cross-functionally with other departments, such as Development, Quality Assurance, and IT Infrastructure.
The reporting structure and hierarchy within the TechOps team are not specified but can be assumed to follow a standard IT support structure.

Development Methodology:

Yggdrasil Gaming follows Agile methodologies for software development, focusing on iterative development, continuous improvement, and customer satisfaction.
The company encourages a culture of innovation, collaboration, and continuous learning.

Company Website: Yggdrasil Gaming

📝 Enhancement Note: Yggdrasil Gaming's company culture emphasizes creativity, expertise, and ambition, fostering a collaborative environment where employees can thrive and contribute to the company's success.

📈 Career & Growth Analysis

IT Support & Systems Administration Career Level: This role is at the mid-level (2-5 years) experience range, focusing on hardware management, user support, and security maintenance. The candidate will have the opportunity to grow within the TechOps team or explore other IT roles within the company.

Reporting Structure: The Technical Support Engineer reports directly to the IT Manager or IT Director, working closely with other IT support team members and cross-functional teams.

Technical Impact: The Technical Support Engineer plays a crucial role in maintaining IT infrastructure, ensuring user satisfaction, and contributing to the overall security and performance of the company's systems.

Growth Opportunities:

IT Specialization: Candidates can specialize in specific areas, such as hardware management, user support, or security, and become subject matter experts.
Team Leadership: With experience and strong performance, candidates can progress to team leader or management roles within the TechOps team.
Cross-functional Roles: Candidates may explore opportunities in other IT roles, such as Systems Administration, IT Infrastructure, or IT Project Management.

📝 Enhancement Note: Yggdrasil Gaming offers growth opportunities within the TechOps team and across other IT roles, allowing candidates to develop their skills and advance their careers in the iGaming industry.

🌐 Work Environment

Office Type: Yggdrasil Gaming's office is a modern, collaborative workspace designed to foster creativity and innovation. The office features an open floor plan, breakout areas, and state-of-the-art technology to support employee productivity and collaboration.

Office Location(s): The main office is located in St. Julian's, Malta, with additional offices in other European countries. The hybrid working arrangement allows employees to work on-site and remotely, balancing collaboration and flexibility.

Workspace Context:

Collaborative Environment: The office encourages cross-functional collaboration, with team members working together to solve problems and drive innovation.
State-of-the-Art Technology: Employees have access to modern hardware, software, and tools to perform their jobs effectively.
Flexible Work Arrangement: The hybrid working model offers employees the flexibility to balance on-site collaboration and remote work.

Work Schedule: The work schedule is typically 40 hours per week, with flexible hours and maintenance windows as needed. The hybrid working arrangement allows employees to balance on-site collaboration and remote work.

📝 Enhancement Note: Yggdrasil Gaming's work environment emphasizes collaboration, innovation, and flexibility, providing employees with the tools and support they need to succeed in their roles.

📄 Application & Technical Interview Process

Interview Process:

Online Application Review: The hiring team reviews the candidate's application, focusing on their qualifications, experience, and portfolio.
Phone/Video Screen: A brief phone or video call to discuss the candidate's background, motivations, and fit for the role.
On-site/Remote Technical Assessment: A practical assessment or case study focusing on hardware management, user support, and security maintenance tasks.
On-site/Remote Final Interview: A final interview with the IT Manager or IT Director to discuss the candidate's fit for the role, team dynamics, and career aspirations.

Portfolio Review Tips:

📝 Enhancement Note: Although this role focuses on hardware and user support, having a portfolio showcasing relevant IT projects can demonstrate the candidate's technical skills and problem-solving abilities. The portfolio should include case studies, documentation, and testimonials highlighting the candidate's experience and achievements in IT support and systems administration.

Technical Challenge Preparation:

Familiarize yourself with Windows and macOS operating systems, as well as common endpoint security tools.
Brush up on your networking basics (TCP/IP, DNS, DHCP, VPNs) and prepare for troubleshooting scenarios.
Practice explaining technical concepts clearly and concisely to non-technical users.

ATS Keywords: (Organized by category)

Operating Systems: Windows, macOS
Hardware: Servers, desktops, laptops, networking equipment
Software: Active Directory, Office 365, endpoint security tools
Networking: TCP/IP, DNS, DHCP, VPNs, routing, switching
IT Support: Troubleshooting, user assistance, hardware installation, software configuration
Security: Compliance, awareness training, incident response, access control
Problem-Solving: Methodical approach, logical reasoning, root cause analysis
Communication: Clear, concise, patient, empathetic
Time Management: Prioritization, multitasking, task switching
ITIL: Incident management, problem management, change management

📝 Enhancement Note: The interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and communication effectiveness. The portfolio and technical challenge should demonstrate the candidate's experience and proficiency in IT support and systems administration.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: Although this role focuses on hardware management and user support, having knowledge of the company's technology stack and web infrastructure can provide context for the candidate's work and contribute to their success in the role.

Operating Systems: Windows and macOS are the primary operating systems used within the company.
Hardware: The company uses a variety of hardware, including servers, desktops, laptops, and networking equipment.
Software: Yggdrasil Gaming uses Active Directory for user management, Office 365 for productivity, and common endpoint security tools for system protection.
Networking: The company's network infrastructure includes TCP/IP, DNS, DHCP, and VPNs for secure remote access.
IT Support: The company uses IT asset management tools or ticketing systems for tracking hardware and software inventory, as well as managing user support cases.
Security: Yggdrasil Gaming follows industry-standard security practices, including regular security awareness training, incident response planning, and access control measures.

👥 Team Culture & Values

IT Support & Systems Administration Values:

Proactive Problem-Solving: The team values a proactive approach to identifying and resolving technical issues, focusing on prevention and early intervention.
User-Centric Mindset: The team prioritizes user satisfaction, ensuring that IT services and support meet the needs of employees and clients.
Continuous Learning: The team encourages continuous learning and professional development, staying up-to-date with industry trends and best practices.
Collaboration: The team works closely with other departments, fostering a collaborative environment that drives innovation and success.

Collaboration Style:

Cross-Functional Integration: The TechOps team works closely with other departments, such as Development, Quality Assurance, and IT Infrastructure, to ensure that IT services support business objectives and user needs.
Code Review Culture: The team encourages peer-to-peer learning and knowledge sharing, with team members reviewing each other's work and providing constructive feedback.
Knowledge Sharing: The team fosters a culture of knowledge sharing, with regular training sessions, workshops, and brown bag lunches to facilitate learning and skill development.

📝 Enhancement Note: Yggdrasil Gaming's team culture emphasizes collaboration, continuous learning, and user-centric problem-solving, providing a supportive and innovative environment for IT support and systems administration professionals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Hardware Management: Managing a diverse hardware inventory, including servers, desktops, laptops, and networking equipment, requires strong organizational skills and attention to detail.
User Support: Supporting a diverse user base, including employees and clients, demands strong communication skills, patience, and adaptability.
Security Compliance: Ensuring compliance with internal security policies and regulatory requirements requires a deep understanding of security best practices and a proactive approach to risk management.
Emerging Technologies: Staying up-to-date with emerging technologies and their potential impact on IT infrastructure and user experience is essential for continued growth and success in the role.

Learning & Development Opportunities:

IT Specialization: Candidates can specialize in specific areas, such as hardware management, user support, or security, and become subject matter experts.
Leadership Development: Yggdrasil Gaming offers an annual Leadership Development Program, providing targeted training and mentorship for career growth.
Conference Attendance & Certification: The company encourages employees to attend industry conferences, pursue certifications, and engage with the broader IT community to expand their knowledge and skills.
Technical Mentorship: The TechOps team fosters a culture of knowledge sharing and mentorship, with experienced team members providing guidance and support to less experienced colleagues.

📝 Enhancement Note: Yggdrasil Gaming offers technical challenges and growth opportunities that encourage candidates to develop their skills, specialize in specific areas, and advance their careers in the IT support and systems administration field.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: The following technical questions focus on hardware management, user support, and security maintenance, providing candidates with a comprehensive overview of the role's requirements and expectations.

Hardware Management:
- Describe your experience with hardware inventory management and tracking released equipment.
- How do you approach hardware installation and configuration, including operating systems and applications?
- Can you walk us through a recent hardware-related issue you resolved, including the steps you took to diagnose and address the problem?
User Support:
- How do you prioritize and manage multiple open support cases simultaneously?
- Can you provide an example of a time when you had to explain a complex technical concept to a non-technical user, and how did you ensure they understood it?
- How do you approach user training and awareness, particularly in relation to security best practices?
Security Compliance:
- Can you discuss a time when you identified a security vulnerability and how you addressed it?
- How do you stay up-to-date with emerging security threats and best practices?
- How do you ensure that your IT support processes and procedures align with the company's security policies and regulatory requirements?

Company & Culture Questions:

📝 Enhancement Note: The following company and culture questions focus on Yggdrasil Gaming's values, team dynamics, and work environment, providing candidates with insights into the company's culture and expectations.

Company Values:
- How do you interpret and apply Yggdrasil Gaming's values in your day-to-day work?
- Can you provide an example of a time when you demonstrated one or more of the company's values in your previous role?
Team Dynamics:
- How do you approach collaboration and knowledge sharing with team members and other departments?
- Can you describe a time when you worked effectively in a cross-functional team to achieve a common goal?
Work Environment:
- How do you balance on-site collaboration and remote work in a hybrid working arrangement?
- Can you discuss a time when you had to adapt to a change in your work environment or processes, and how did you approach that change?

Portfolio Presentation Strategy:

📝 Enhancement Note: Although this role focuses on hardware and user support, having a portfolio showcasing relevant IT projects can demonstrate the candidate's technical skills and problem-solving abilities. The portfolio should include case studies, documentation, and testimonials highlighting the candidate's experience and achievements in IT support and systems administration.

Case Study Presentation: Prepare a case study focusing on a hardware management, user support, or security maintenance project you've worked on, highlighting your role, the challenges you faced, and the solutions you implemented.
Documentation Review: Be prepared to discuss your technical documentation, including hardware installation guides, user support manuals, or security awareness training materials.
Testimonials & Recommendations: Include testimonials or recommendations from satisfied users or colleagues, highlighting your technical skills, problem-solving abilities, and communication effectiveness.

📝 Enhancement Note: Yggdrasil Gaming's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit. By preparing for the technical questions, company and culture questions, and portfolio presentation strategy, candidates can demonstrate their qualifications and enthusiasm for the role.

📌 Application Steps

To apply for this Technical Support Engineer position at Yggdrasil Gaming:

Update Your Resume: Tailor your resume to highlight your IT support and systems administration experience, focusing on hardware management, user support, and security maintenance tasks. Include relevant keywords and achievements to demonstrate your qualifications and skills.
Prepare Your Portfolio: Curate a portfolio showcasing your IT support and systems administration projects, including case studies, documentation, and testimonials. Ensure your portfolio is well-organized, easy to navigate, and highlights your technical skills and problem-solving abilities.
Practice for the Interview: Familiarize yourself with the role's requirements, Yggdrasil Gaming's company culture, and the interview process. Prepare for the technical questions, company and culture questions, and portfolio presentation strategy, ensuring you can confidently demonstrate your qualifications and enthusiasm for the role.
Research the Company: Learn about Yggdrasil Gaming's products, services, and industry presence. Understand the company's mission, values, and culture, and be prepared to discuss how your skills and experience align with the company's goals and objectives.

📝 Enhancement Note: By following these application steps and preparing thoroughly for the Technical Support Engineer position at Yggdrasil Gaming, candidates can demonstrate their qualifications, enthusiasm, and commitment to the role, increasing their chances of success in the interview process.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Emphasize IT support and systems administration responsibilities, focusing on hardware management, user support, and security maintenance.
Highlight the candidate's technical skills, problem-solving abilities, and communication effectiveness in a user-centric environment.
Address the hybrid working arrangement, balancing on-site collaboration and remote work.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Include Enhancement Notes only when making significant inferences about technical responsibilities, company culture, or team dynamics.
Maintain a balance between comprehensive detail and concise, actionable insights.

Industry Expertise:

Include specific hardware, software, and networking technologies relevant to the role.
Address IT support and systems administration best practices, industry trends, and emerging technologies.
Provide tactical advice for hardware inventory management, user support, and security maintenance.

Professional Standards:

Use clear, concise language, avoiding technical jargon not relevant to the role or industry.
Maintain a consistent, professional tone throughout the document.
Include comprehensive benefits and growth opportunities relevant to IT support and systems administration professionals.
Provide actionable insights that give candidates a competitive advantage in the application and interview process.

Technical Focus & Portfolio Emphasis:

Although this role focuses on hardware and user support, having a portfolio showcasing relevant IT projects can demonstrate the candidate's technical skills and problem-solving abilities.
Include specific portfolio requirements tailored to IT support and systems administration roles, focusing on hardware management, user support, and security maintenance projects.
Address browser compatibility, accessibility standards, and user experience design principles, as they apply to IT support and systems administration.

Avoid:

Generic business jargon not relevant to IT support and systems administration roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific role or company context.

By following these content guidelines, the enhanced job description provides a comprehensive, well-organized, and valuable resource for IT support and systems administration candidates seeking their next opportunity at Yggdrasil Gaming.

Technical Support Engineer