VACANCY
Tier 2 – Technical Support Specialist
As the Technical Support Specialist, you will tackle complex technical issues that go beyond the Service Desk (Tier 1). Your expertise will be crucial in resolving escalated software-related problems, overseeing incident management, and ensuring top-notch customer service.
Essential Duties
- IT system monitoring.
- Analysing server logs.
- Dealing with escalated software related problems and incidents.
- Overseeing all aspects of the incident management process from evaluation to resolution.
- Interacting with requestors, customers, and vendors.
- Seeking known solutions and workarounds.
- Troubleshooting and remediation activities to identify what is causing the issue and how to fix it.
- Identifying methods to prevent similar problems in the future.
- Confirming the validity of investigations performed.
- Providing instructions to Service Desk (Tier 1) on newly occurring problems.
- Interfacing with Tier 3 support (infrastructure, database, and development) when a solution cannot be determined.
- Creating knowledge resources.
Qualifications & Requirements
- Strong technical understanding.
- 6+ months of experience in the field.
- Proficiency in MS Office.
- Proven experience with Kibana and ElasticSearch.
- Basic SQL skills.
- Basic understanding of Grafana.
- Unix shell terminal proficiency.
- IT education.
- Atlassian JIRA knowledge.
- Knowledge of programming languages (Java, JavaScript, Python) is considered an advantage.
- Networking experience (TCP/IP, WAN, VPN).
- Ability to work shifts, including nights and weekends.
- Good knowledge of the iGaming industry is an asset.
- Team-oriented mindset.
- Excellent English skills.
- High sense of responsibility.
- Proven problem-solving skills.
- Strong communication skills.
- Critical thinking abilities.
Travel Requirements
- N/A