Technical Support Engineer

Role & responsibilities

Job Summary

We are looking for Software Operations support Engineer to help support new and existing customer deployments on both physical hardware and cloud. For this position we are looking for an engineer who has experience in working with databases, web servers, virtual machines and general operations. This is a general-purpose role that interacts with both technical and functional areas with the main goal of ensuring systems are operating optimally and issues are managed within our support guidelines. We are constantly evaluating new technologies and this position offers lots of opportunity in expanding your technical skills.

Job Duties / Key Accountabilities

• 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

Qualifications / Skills / Knowledge

Required

• BE in Computer Science or related streams (or acceptable equivalent) and proven track record with 4 to 6 years of experience
• 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