Technical Support Engineer

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.

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

Good to Have

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

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

Desired:

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

Qualifications

Education

Bachelors degree in related field.

Years of Related Experience

Years of experience 2 to 4 years