Senior IT Support Engineer

Rush Street Interactive; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading online gaming company in Toronto is seeking a Senior IT Support Engineer to deliver exceptional technical support and manage IT applications. This role involves hardware/software troubleshooting, user access management, and regulatory compliance. Ideal candidates have 5+ years of experience and strong communication skills, with opportunities for professional growth and a hybrid work model.

Benefits

Work-life balance initiatives

Growth opportunities

Creative work environment

Qualifications

• 5+ years of job-related experience.
• Strong expertise in popular operating systems.
• Proven experience as a Senior IT Support Engineer.

Responsibilities

• Provide advanced technical support for system issues.
• Manage and configure Microsoft 365 services.
• Ensure full compliance with relevant regulations.

Skills

Technical troubleshooting

Interpersonal skills

Remote connection systems

Education

Bachelor's Degree or equivalent

Tools

Microsoft 365

CyberArk

Job description

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We’re building bridges between online, social and land-based gaming businesses to create amazing, integrated experiences that keep players in the game.

The Senior IT Support Engineer is responsible for providing advanced technical assistance, both on-site and remotely, including setting up computer hardware systems, installing and upgrading software, managing user access, and troubleshooting IT issues. As a senior-level role, you will take on leadership in diagnosing complex problems, ensuring system reliability, and mentoring junior team members. Your primary focus will be to support RSI staff members, delivering an exceptional customer experience, management of critical applications, and providing comprehensive solutions for advanced technical issues, ensuring that all systems, network connections, and software are functioning properly for all RSI staff.

What You'll Do:

• Engage in ongoing efforts to deliver exceptional IT experience for all RSI employees by providing proactive management and maintenance of RSI IT applications.
• Implementation, configuration, administration, and maintenance of Identity and Access Management systems like CyberArk, Delinea, Okta, ForgeRock etc.
• Manage and configure Microsoft 365 services, including but not limited to SharePoint, Exchange Online, Intune, Active Directory, Azure, and Entra to ensure integration with Azure for seamless user identity and access management.
• Act as an escalation point for user support issues, taking ownership and providing advanced technical support for queries related to computer systems, software, and hardware, ensuring timely and effective resolutions.
• Managing user accounts and permissions ensuring users are authenticated and authorized to access systems, applications and databases based on their job responsibilities (RBAC or ABAC) in the identity and access management systems.
• Plan, implement and manage integrations of all systems to the access management system.
• Ensure full compliance with relevant regulations and standards (e.g., GDPR, ISO-27001, PCI-DSS) across all jurisdictions the organization operates in, adapting IAM policies as necessary to new legal requirements.
• Provide technical support on-site or via remote-access system. Troubleshoot hardware, software, networking and connection issues
• Cooperate closely with Development teams, Infrastructure team, external vendors and Customer Support
• Create and maintain technical documentation and manuals
• Lead the development and deployment of IT solutions that adhere to established standards and industry best practices.
• Mentor and guide junior IT staff, providing technical oversight and expertise on complex tasks.
• Ensure the consistent availability of IT services, including flexible availability to support internal business partners across multiple time zones.

What You'll Bring:

• Bachelor's Degree or an equivalent combination of education and experience
• 5+ years of job-related experience
• Proven experience as a Senior IT Support Engineer or in a similar technical support role.
• Strong expertise in popular operating systems (Microsoft Windows, Apple macOS, Linux), software applications, and remote connection systems.
• Hands-on experience with central Anti-Malware solutions and IT management systems.
• Advanced troubleshooting skills for complex hardware, software, and network issues.
• Excellent interpersonal skills, with the ability to mentor and guide junior team members.
• Strong written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
• A sense of ownership, a passion for technology, and the ability to solve problems independently.
• Critical thinking skills, with the ability to make decisive judgments and handle minimal supervision.
• Ability to work in a hybrid model, with some days required in the office.

Nice to Bring:

• Experience and certified on modern Identity and Access Management Systems
• Experience and certified on M365 management and administration
• Experience with ISO 27001 controls and PCI DSS requirements
• Experience with developing and implementing IT processes
• Experience managing IT projects and delivering solutions on time and within budget.
• Experience implementing and managing cloud services and infrastructure security solutions
• Experience working with the ITIL Framework

Travel Requirements:

Occasional domestic or international travel may be required. The employee should go to the office 1–2 times per week, or as needed - for example, for special events or in case of an emergency. #LI-HYBRID

What Makes Us Great:

• Work-life balance initiatives
• Autonomy – we embrace personal freedom and responsibility
• Creativity – we are open to new ideas of how we can be better
• Growth – we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they do
• People-oriented environment and supportive atmosphere

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.

Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability.

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