Technical Support Engineer
Description
We are seeking a skilled Technical Support Engineer to join our 24/7 dynamic team. As a Technical Support Engineer, you will play a critical role in ensuring our stakeholders receive exceptional technical assistance and support. You will be responsible for identifying and diagnosing technical issues, providing product guidance, and offering top-notch customer service.
Responsibilities
- Monitor and oversee all software, live casino studio, and compliance incidents proactively, ensuring timely response and resolution within contracted SLAs.
- Be part of fire, health and safety team, especially during out of office hours.
- Perform spot checks of our releases and games on production.
- Collaborate with cross-functional teams, including IT, DevOps, software developers, live casino operations, and other relevant departments.
- Act as the primary point of contact for critical incidents, facilitating communicationand coordination between various stakeholders and operators.
- Maintain a knowledge base of post-incident reviews (PIRs) to evaluate the effectiveness of incident response for future reference and identify areas for improvement.
- Identify and document known errors to ensure they are fixed.
- Build internal knowledge base and self-support articles to help in acting faster on future incidents.
- Follow escalation procedures to report issues directly other internal support teams where a resolution is not immediately possible.
- Prioritize tickets from Jira Service Management based on the severity of theproblem.
- Log and escalate any Responsible Gambling issues to operators.
- Refund any unsettled bets to the affected operators.
- Carry out any other ad hoc duties that might be requested from time to time according to the Company’s exigencies.
Requirements
- University Diploma or Degree in a related ICT area of specialization, or a minimum of 2 years of experience in a similar role.
- Possession of ITIL v4 Foundation is a plus.
- Experience in application management and incident & problem management.
- Your analytical, problem-solving, and communication skills are exceptional.
- Basic application and network troubleshooting skills.
- Understanding of IT environments, including Virtualization, Application Servers, APIs and monitoring tools like ELK, Prometheus and Grafana or similar monitoring tools.
- Willing to work shifts including weekends, in a 24/7/365 environment
