Tier 2 Technical Support Specialist
Job Summary
Job Description
As a Tier 2 Technical Support Specialist at Stakelogic Live, you'll handle complex IT issues escalated from the Service Desk, focusing on software problem resolution and incident management. This role involves interacting with customers and vendors, troubleshooting, remediation, and preventing future issues. You will guide Tier 1 support and collaborate with Tier 3, creating knowledge resources. The position requires strong problem-solving, communication, and critical thinking skills, with the ability to work shifts including nights and weekends. Experience with IT systems monitoring, handling escalated software issues, and using tools like Kibana, SQL, and the Unix shell is essential.
Must have:
- 3+ months experience
- Team-oriented
- Excellent English
- ITIL principles
- MS Office & Kibana
- Basic SQL skills
- ElasticSearch
- Unix shell proficiency
- Server log analysis
- Problem-solving skills
- Communication skills
Good to have:
- IT education
- 6+ months IT support
- ITIL certificate
- Programming knowledge
- Networking experience
- SQL expertise
- Docker experience
- Kafka familiarity
- Atlassian JIRA knowledge
Perks:
- Modern office with amenities
- State-of-the-art Live Casino Studio
- Medical Health Insurance
- Tea and coffee
- Company events
15 skills required
Job Details
Tier 2 Technical Support Specialist
Join our dynamic team as a Tier 2 Technical Support Specialist, where you’ll tackle complex IT issues that go beyond the Service Desk (Tier 1). Your expertise will be crucial in resolving escalated software-related problems, overseeing incident management, and ensuring top-notch customer service.
Position Objectives
- IT system monitoring
- Handling escalated software issues
- Incident management from evaluation to resolution
- Interacting with customers, vendors, and requestors
- Troubleshooting and remediation
- Preventing future problems
- Providing guidance to Tier 1 support
- Collaborating with Tier 3 support
- Creating knowledge resources
What We’re Looking For
- 3+ months experience in the field
- Team-oriented mindset
- Excellent English skills
- Understanding of ITIL principles
- Proficiency in MS Office and Kibana
- Basic SQL skills (MySQL, Postgres)
- Experience with ElasticSearch
- Unix shell terminal proficiency
- Ability to analyse server logs
- High sense of responsibility
- Proven problem-solving skills
- Strong communication skills
- Critical thinking abilities
- Ability to work shifts, including nights and weekends
Bonus Points For
- IT education
- 6+ months IT support experience
- ITIL certificate
- Programming languages knowledge (Java, JavaScript)
- Networking experience (TCP/IP, WAN, VPN)
- SQL expertise (selects, joins)
- Docker experience
- Kafka familiarity
- Atlassian JIRA knowledge
Stakelogic Live Offers
- Modern office with amenities
- State-of-the-art Live Casino Studio
- Fast-growing iGaming products
- Open-door policy
- Regular 1-1s with managers
- Medical Health Insurance
- Tea and coffee
- Company events
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