Level 3 IT Support Engineer (iGaming)

Level 3 IT Support Engineer

Company

Soft2Bet

Conditions

Full-time Middle 🇨🇾 Cyprus 💻 Development ✈️ Relocation Job description Level 3 IT Support Engineer Platform Operations - Limassol, limassol

Duties and opportunities

• Assess issues and provide solutions for incidents and problems that cannot be handled by tier 1,2
• Managing incidents’ life cycle until they are fully resolved or providing a workaround solution, escalation to 4 level support where required
• Periodically perform analysis to see if new problems need to be registered
• Coordinate root cause analysis
• Support hot-fix deployment process
• Perform log level analysis
• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
• Qualification/replication of the reported issue in an appropriate customer environment
• Information gathering to ensure complete availability of details required for root cause analysis
• Provision of technical resolution or problem workaround

Requirements

• 2+ years of experience in IT
• Strong HW/SW analytic, problem-solving and troubleshooting skills
• Deep knowledge of HTML/CCS, HTTP(s)
• Understanding of client-server architecture
• Experience in bash/shell programming (nice to have)
• Experience in SQL/KQL/JQL querying and managing data
• Strong Debugging skills
• Experience working with logging, monitoring, and alerting tools (e.g. ELK stack, Grafana, PagerDuty)
• Ability to perform log level analysis
• Structured and process-oriented
• Self-learning ability, self-motivated and team player
• Ambition to learn new systems, procedures, techniques in a short period of time
• Experience with bug and issue tracking system (Jira preferred)
• Ability to problem solve independently and multi-task
• Understand of ITIL methods
• Understand of Systems development life cycle
• Pro-active, resourceful with high level of accuracy and attention to detail
• Ability to meet strict deadlines and manage stress effectively
• Strong communication and reporting skills
• Experience in gambling/betting (nice to have)

What you'll do

• Assemble and resolve incidents that cannot be managed by lower tiers
• End-to-end ownership of technical customer issues from troubleshooting to resolution
• Coordinate root cause analysis and implement solutions or workarounds
• Support deployment of hot fixes and perform log analysis

Who you are

• Self-motivated, proactive, detail-oriented, and a strong communicator
• Team player with the ability to work under pressure and meet deadlines
• Willing to learn new systems and procedures quickly

Tech stack

• HTML, CSS, HTTP(S)
• Bash/shell scripting
• SQL/KQL/JQL
• Logging/monitoring tools (ELK stack, Grafana, PagerDuty)

Benefits, perks

• Learning and development opportunities and challenging tasks
• Official employment in accordance with Cyprus and EU laws, family member registration
• Relocation package (tickets, hotel for 2 weeks)
• Office fitness corner
• Language skills development and partial cost coverage for language classes
• Birthday celebration present
• 24 working days of annual vacation
• Breakfasts and lunches in the office (partially paid by the company)

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