JUNIOR IT SUPPORT ENGINEER

IT SUPPORT ENGINEER

We’re seeking a Full-Time Junior IT Support Engineer to join the IT Operations function at PointsBet Canada. This role is responsible for delivering all Level 1 IT support services for Canadian operations, providing timely, accurate, and professional support to end users both on-site and remotely. You will be the first point of contact for IT incidents and service requests, ensuring a consistent, high-quality support experience aligned with ITIL best practices.

ABOUT POINTSBET

PointsBet was originally founded in the sports wagering market of Australia. It has quickly become one of the fastest growing and most dynamic sportsbook and iGaming companies in the world. Since the launch of the regulated gaming market in Ontario, PointsBet Canada has been at the forefront of the industry with its leading sports betting products and casino experience, offering best-in-class entertainment with unmatched customer satisfaction.

We provide an opportunity for our people to work in an environment that is rewarding, fun, and challenging. Our proprietary sportsbook platform and our commitment to an in-house approach power unrivalled innovation and personalized experiences that our customers cannot get anywhere else.

Our partnerships with leading sports organizations, teams, and leagues provide both our customers and team members with the opportunity to experience first-hand the thrill of an overtime goal and a buzzer beater!

Commercial Partner of the Toronto Maple Leafs, Toronto Raptors, Toronto FC, and Toronto Argonauts

Commercial Partner of ClubLink Canada

Authorized Betting Operator of the National Basketball Association (NBA)

Authorized Betting Operator of the Women’s National Basketball Association (WNBA)

There is no greater time than now to join the PointsBet Sportsbook and Casino team.

WHAT YOU WILL OWN

Level 1 IT Support & Incident Management

• Act as the first point of contact for all IT incidents and service requests for Canadian operations.
• Log, categorise, prioritise, and resolve incidents in accordance with ITIL Incident Management practices.
• Provide timely resolution for common end-user issues including access, hardware, software, and connectivity.
• Escalate unresolved or complex incidents to the Systems Engineer in line with defined escalation procedures.

Request Fulfilment & User Support

• Fulfil standard service requests including user onboarding and offboarding, access requests, and equipment provisioning.
• Deliver on-site and remote end-user support across corporate IT systems and devices.
• Perform hardware troubleshooting, replacements, and basic configuration for laptops, peripherals, and meeting room equipment.
• Provide basic AV and meeting room support to ensure business continuity.

Documentation, Compliance & Quality

• Maintain accurate ticket records, resolution notes, and supporting documentation.
• Contribute to knowledge base articles and continuous service improvement initiatives.
• Adhere to internal IT policies, security standards, and ITIL-aligned operational procedures.

WHAT YOU BRING

Experience & Skills

• Previous experience in a Level 1 IT support, Service Desk, or technical support role (entry-level candidates welcome).
• Working knowledge of ITIL concepts such as Incident Management, Request Fulfilment, and Escalation.
• Experience with Microsoft Azure fundamentals, including identity, access, and resource concepts.
• Hands-on exposure to Entra ID (Azure AD), including user, group, and access management.
• Experience or familiarity with Microsoft Intune, including device enrolment, policy application, device wiping, and basic compliance troubleshooting.
• Familiarity with Azure Logic Apps or automation-based workflows (conceptual or practical).
• Basic working knowledge of Active Directory, including users, groups, and permissions.
• Foundational PowerShell skills for basic administration, troubleshooting, or task automation.
• Strong written and verbal communication skills with the ability to explain technical concepts clearly.

Customer & Service Mindset

• Professional, patient, and solutions-oriented approach to supporting end users.
• Ability to remain composed and effective when handling high-volume or time-sensitive issues.
• Strong attention to detail and commitment to service quality.

Work Style & Reliability

• Self-motivated, dependable, and able to work independently while contributing to a collaborative IT team.
• Strong time management skills with the ability to prioritize tasks and manage competing demands.
• Comfortable working in a structured, process-driven environment aligned with ITIL practices.

Perks & Benefits:

• Hybrid work arrangements
• Fun downtown office on Queen St. West
• Sabbatical Leave
• Pet-friendly office
• No meetings on Fridays
• Paid volunteer days
• Generous Vacation Time & Personal Days
• Generous parental leave policy
• Holiday shutdown
• Group Retirement Savings Plan (with Employer matching)
• Culture Events (sporting events, concerts, happy hours, holiday parties, team outings)
• Incredible culture fostered by a highly collaborative and high-performing team
• Professional development opportunities, working closely with the senior leadership team

WHY JOIN US?

PointsBet Canada is dedicated to a high-performance culture and ensuring our employees are set up to deliver their best. We offer a fun, dynamic work environment where emphasis is placed on our most important asset: our people. If you are driven and searching for a new opportunity that values people, creativity, opportunity, results, and a commitment to excellence, then this is where you want to be!

PointsBet Canada views responsible gambling as an ethical responsibility and an important part of a sustainable business model. We’re proud to be recognized as a socially responsible operator committed to integrating responsible gambling resources and tools throughout the entire player journey.

PointsBet Canada is an equal opportunity employer, committed to inclusion and diversity. PointsBet Canada does not discriminate based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other basis forbidden under federal, provincial, or municipal law.

Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If you require accommodation, or require recruitment documents in an alternative format, please contact us at can-hr [at] pointsbet [dot] com. This role is being filled to replace an existing vacant position and to support ongoing operational requirements and growth in the Compliance Team.

COMPENSATION

• Base Salary Range: $50,000.00 - $60,000.00 CAD
• Bonus: Performance-based annual bonus
• Benefits: Competitive benefits package

ARTIFICIAL INTELLIGENCE DISCLOSURE

PointsBet Canada uses artificial intelligence–enabled tools as part of its recruitment and hiring process. These tools may be used to support activities such as application screening, resume review, and process efficiency. All hiring decisions are made by human reviewers.