2nd Level (Production) Support

On behalf of our client, one of the most well-known betting companies in Greece, we are currently looking for a self-driven 2nd Level (Production) Support, to join its IT team.

Your day-to-day

• Provide 1st line support to respond, investigate and resolve escalated incidents and service requests through the internal Service Management system
• Escalating directly to other internal support teams where a resolution is not immediately possible
• Proactive monitoring of live production environments and event management
• Hands-on handling and troubleshooting of a wide variety of support matters
• Identify application defects and follow up on the issues with other internal service teams forming part of the support framework, and external service provider(s)
• Identify 3rd party platform problems and communicate as necessary, both internally and externally
• Liaise with service providers and other teams, following incidents through to resolution
• Build internal knowledge base and self-support articles to help in acting faster on future incidents
• Speedily interpret and process data from various sources in a fast-moving and changing environment
• Define and implement enabling tools to run and operate efficiently
• Taking immediate action to mitigate losses to both business and customer

Requirements

• BSc in Information Technology
• 1-2 years of experience in a production support environment
• Willingness to work both day and night shifts in a rotation
• Good technical knowledge
• Keep abreast of current technology
• Knowledge of server and network management principles and protocols, would be considered as an asset
• Microsoft certifications would be considered as an asset in this area
• Nice to have experience with monitoring tools and applications such as Grafana, Zabbix, Prometheus, PRTG, Nagios and Kibana
• iGaming background will be considered an asset
• Exceptional written and verbal communication skills, in both Greek and English

Great to have

• ITIL Foundation certified or equivalent experience working in an organization adopting ITIL best practices, will be a strong asset
• Nice to have experience with ITSM tools like Atlassian Jira, Confluence and Opsgenie

We love your personality if you have

• Attention to detail
• Ability to efficiently solve problems
• Excellent interpersonal and customer service skills

Benefits

• Private Health Insurance
• Training & Development
• Meal vouchers - Subsidized Meals
• Performance Bonus