Technical Support Engineer

9 Minutes ago • 2-4 Years

Software Development & Engineering

Job Description

As a Technical Support Engineer, you will be the first line of support for customer inquiries and issues, ensuring the smooth operation of applications and data transfer processes across multiple jurisdictions. Your responsibilities include troubleshooting customer-reported issues, managing them within support guidelines, and interacting with internal and external teams. You will also proactively design and implement best practices for system support, monitor lottery system components, and handle service requests and incidents, often requiring tasks outside business hours.

Good To Have:

SSIS
Monitoring Tool Experience (Zabbix/Nagios)
VMWare or VSphere
Outsystems
Java Web App Servers (Wildfly or JBoss)

Must Have:

First line of support to answer customer inquiries and issues
Ensure applications are running smoothly for multiple jurisdictions and sites
Ensure data transfer processes are running as expected
Troubleshoot customer reported issues, data issues and application issues
Manage issues within stated support guidelines
Interact with internal and external teams
Proactively design and implement best practices for systems support and performance
Provide lottery software application operation and support for customers
Track and ensure the continuity of issue resolution and other tasks
Handle, register, follow up and resolve incoming service request and incidents
Monitor lottery system components and events
Constant communication and support to other involved resolver units and partners
Participate in calls in case of outage
Create reports
Database management experience (MSSQL/Oracle/MySQL)
Ability to manage a production platform
Windows server and Active Directory experience
Basic release management
Experience of operation and support of complex IT applications and systems
Basic knowledge of Linux and Windows systems
Previous experience in working according to ITIL based processes and functions

Add these skills to join the top 1% applicants for this job

oracle

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windows-server

nagios

vmware

java

Position Summary

First line of support to answer customer inquiries and issues
Ensure our applications are running smoothly for multiple jurisdictions and sites
Ensure data transfer processes are running as expected
Troubleshoot customer reported issues, data issues and application issues and manage them within stated support guidelines.
Interact with internal and external teams on a regular basis
Proactively design and implement best practices for systems support and performance
Position will have tasks to perform outside of business hours on nights and weekends
Provide lottery software application operation and support for customers
Track and ensure the continuity of issue resolution and other tasks
Handle, register, follow up and resolve incoming service request and incidents
Monitor lottery system components and events
Constant communication and support to other involved resolver units and partners
Participate in calls in case of outage
Create reports

Required Skills:

Database management experience, including backup and restore methodologies (MSSQL/Oracle/MySQL)
Ability to manage a production platform
Can work solo or in small teams with minimal guidance
Windows server and Active Directory experience
Has a flexible and dynamic skill set and can work on various facets of a project
Basic release management
Experience of operation and support of complex IT applications and systems
Basic knowledge of Linux and Windows systems
Previous experience in working according to ITIL based processes and functions