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Technical Support Engineer

  • Location

    Malta

  • Sector:

    Igaming

  • Contract Type:

    Permanent

  • Salary:

    Attractive

  • Contact:

    Marianne Koessler

  • Job Reference:

    5102

  • Published:

    4 months ago

  • Expiry:

    2019-09-27

  • Client Details:

    Castille

  • Consultant:

    Marianne Koessler

  • Skills tags:

    Technical support , Troubleshooting

A well-established casino operator is creating a new team within their IT department, and looking for a Technical Support Engineer

On offer: 

  • Competitive salary; 
  • Annual fitness allowance; 
  • Daily fresh fruit; 
  • Breakfast Wednesdays; 
  • Private Health insurance; 
  • Quarterly company and team events; 
  • VIP tickets to many local events and festivals showcasing world class DJ’s; 
  • Learning and development benefit; 
  • Corporate VIP discount scheme;  
  • Transport home for those working a late shift; 
  • Relocation Package (if needed). 

Responsibilities: 

  • Provide 2nd line support and escalate and resolve cases promptly; 
  • Support via service management tool, telephone, email or any other internal communication tool; 
  • Troubleshoot, resolve issues and solve service requests; 
  • Properly escalate unresolved issues to appropriate internal teams; 
  • Prioritize and manage several open issues simultaneously; 
  • Produce custom made reports; 
  • Document all ongoing activity;   
  • Perform system monitoring and act when necessary; 
  • Generate technical reports focusing on customer complaints and resolutions; 
  • Proactively work on improving the procedures to enhance our service delivery processes; 
  • Provide required notifications and updates on all incidents within established service levels; 
  • Ensure that Incident Management KPIs are recorded and their targets are met; 
  • Coordinate and act as SPOC with support leaders and technical experts to ensure swift resolution of incidents in accordance with the Incident Management Process; 
  • Assist in other tasks as directed by the Team Leader; 
  • Work on 24/7 rotating shifts (including on-call remote work). 

Requirements: 

  • Candidates must possess an EU citizenship
  • Experience in software support; 
  • Knowledgeable in MySQL; 
  • Experience with Linux environments; 
  • Fluent in English both verbal and written; 
  • Excellent communication skills, with a customer-focused approach;
  • Ability to:  
    • be a problem solver with good decision-making skills; 
    • multitasking and prioritizing in high-stress situations; 
  • It will be considered an asset having: 
    • knowledge in PHP;  
    • knowledge in JavaScript. 

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