L2 Technical Support Engineer

ABOUT PRONET GAMING

Gaming operators looking for platform solutions need an omni-channel turnkey provider that truly understands their needs, wants and challenges. That’s why the team at Pronet Gaming have been handpicked for their extensive B2C and B2B industry experience and local-market knowledge in the regions we serve – so that we can provide our clients with first-class service and guidance

Since 1996, our approach to business has been centred around collaboration – working with our clients on a consultancy basis. Every member of our team is customer-focused and we’re committed to helping our operator clients achieve their specific strategic goals across global markets.

We’re client-centric

We do what we say, on time, every time. We work closely with our clients to provide robust and effective plans of action, working strategically to deliver the optimal iGaming solutions for your specific business objectives and audience needs.

We’re dedicated to progression

We employ industry experts around the world with specialist knowledge in emerging markets and localisation, who keep one step ahead of market trends to ensure that our customers stay ahead of the game.

We’re technology-led

We invest in the best iGaming developers, design teams and infrastructure around the world to deliver progressive, constantly evolving technological solutions that help to give our operator clients the competitive edge.

www.pronetgaming.com

Purpose of the role:

L2 Technical Support Engineer is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role. Post mortem analysis reports should be prepared after major problems including the history of the event, measures taken and what the future actions will be.

Main Responsibilities:

Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams
Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
Monitor the service components using monitoring tools such as Dynatrace
Monitor maintenance announcements of platform providers and inform related teams
Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities
Keep the services up at highest quality and availability
Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
Identify, prioritize, escalate issues (when required) to the appropriate teams
Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status

Required skills:

Must have:

Knowledge/experience with Javascript or Java programming language;
Some experience/knowledge about databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres;
Practical experience dealing with network issues;
Practical experience with Linux

Knowledge on Software Development Life Cycle (SDLC)
Knowledge on working with Ticketing environments (Jira, service desk)
Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
Strong problem-solving skills with good communication
Ability to work under pressure with high sense of urgency
Ability to work in flexible hours
Good level of English

Advantages:

Experience with Event Driven Architecture, RabbitMQ, Dynatrace
Knowledge on writing scripts for automation purposes
Knowledge on Linux operating system
Well-rounded experience with multiple operating systems, Web technologies, and test environments

We offer: