L2 Support Specialist

Angajator: EveryMatrix
Domeniu:
  • Inginerie
  • Internet - eCommerce
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 16.01.2022
    Scurta descriere a companiei

    EveryMatrix is a leading IT software supplier for the iGaming industry, with products like a fully managed, multi award-winning sportsbook, dozens of casino and live casino providers integrated into one lobby & wallet, a vendor neutral gaming management platform with payment processing and much more.

    Cerinte

    Requirements:

    Nice to have: experience in an IT company (in a similar position or technical customer support);
    Nice to have: project management skills;
    Nice to have: ITIL knowledge;
    Experience in working with JIRA and MSOffice;
    Excellent Project Management skills;
    Good knowledge of Agile methods;
    Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
    Time management skills & workflow management skills are mandatory;
    Ability to work with cross-functional teams;
    Ability to get things done under pressure;
    Excellent negotiation and communication skills;
    Upper-intermediate or advanced level of English;
    Availability to be on call for extended hours.

    Responsabilitati

    Job description:
    Receive all incidents reported by Incidents Team;
    Register and prioritize all incidents according to internal procedures;
    Make sure a clear understanding is achieved on the raised issue before starting any investigation;
    Clear all details with requester, before starting any investigation
    Investigate the incidents reaching our team, targeting to have them solved at L2 Support level;
    Exhaust all possible scenarios during investigation, before deciding to submit the Incident for further analysis within Development teams;
    Submit every applicable incident to the appropriate team within our business unit (the team owning the PAM product on which Incident was raised);
    Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
    Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
    Follow up on each incident to make sure it is solved correctly and in a timely manner, by requesting ETAs from Product Owners / Team Leaders of the teams where Incident was assigned;
    After the incident is reported as solved, test (where possible) to confirm;
    Inform the teams that reported the incident that it was solved;
    Ad-hoc tasks from direct manager;
    Handles reports, JIRA updates and any other related task.

    Alte informatii

    Perks and benefits:

    Headquarters in the heart of the city, at Unirii Square
    Flexible schedule
    Private Medical Subscription
    Daily Catered Lunch
    Our own in-house gym, health & well-being programs
    Bookster subscription & Books corner (online and offline)
    Fun corner: pool, ping pong table, PS4, lots of board games
    Internal & external training
    Team Activities, Friday Bars, Summer Party & Christmas Party (we like to ‘Work hard, party harder’)
    Extra vacation days with every year inside the company
    Anniversary Gifts
    Fruits Tuesday