Service Desk Support Engineer

Job Description

A Service Desk Support Engineer delivers effective technical / functional product support and proactively monitors the performance and health of our networks, servers, applications and services.

Duties and Responsibilities

• Proactive monitoring of all production networks, servers, applications and services.
• First line support to all incidents and outages.
• Respond to customer queries.
• Log, categorize, prioritize, track and route incidents to secure successful resolution.
• Resolve standard queries by following diagrams and written instructions.
• Take ownership of support cases until resolution.
• Participate in and support the release process for existing and new applications.
• Generate new and update existing knowledge base articles and work instructions.
• Work on a rotating 24/7 shift basis.
• Any other ad-hoc duties that may be required.

Job requirements

Qualifications

• At least two years of experience of working in a supporting organization.
• Proven record of experience working with Service Desk, Call Center or any other ticketing systems.
• Experience working in a 24×7 mission critical environment.
• Good log analysis skills.
• Good database administration skills (SQL).
• Good network troubleshooting skills.
• Good troubleshooting skills using emulators, Linux command line, Browser developer tools.
• Practical experience supporting and troubleshooting web services (SOAP, REST and other protocols).
• Ability to work autonomously and within a team to support the end user efficiently using ITIL Best Practice.
• Ability to work on multiple tasks simultaneously and prioritize.
• Ability to communicate fluently in English verbally and in writing is essential.

Preferred Qualifications:

• Proficiency with Atlassian Tech Stack (mainly JIRA and Confluence).
• Gaming industry experience.

Benefits

These are some of our outstanding benefits:

• Challenging projects
• Outstanding working environment
• International work experience
• Training and learning opportunities
• Competitive salary
• Fitness activities
• Private Health Insurance

Why you should apply

We nurture a teamwork environment where ideas are communicated, and knowledge sharing is encouraged. We appreciate the talent and inspire constant self-improvement. We constantly search for progressive thinkers, creative doers, game-changers, visionaries, and groundbreakers who never settle for mediocrity.