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Symphony Solutions is a cloud transformation company with headquarters in Amsterdam and offices in the USA, Netherlands, Ukraine, Poland, Macedonia, and Belgium. Throughout its 10-year history, the company has grown to nearly 600 people in 6 different locations. At Symphony Solutions, we adopt Agility as a part of our corporate culture.
13 лютого 2020

Technical Support Engineer (вакансія неактивна)

Львів

Необхідні навички

Requirements:

Proven work experience as a Technical Support Engineer, Desktop Support;
Engineer, IT Help Desk Technician or similar role;
Hands-on experience with Windows/Linux/Mac OS environments;
Good understanding of computer systems, mobile devices and other tech products;
Ability to diagnose and troubleshoot basic technical issues;
Excellent problem-solving and communication skills;
Ability to provide step-by-step technical help, both written and verbal;
Advanced troubleshooting and multi-tasking skills;
Ability to work in team and think as a team;
Good knowledge in ITIL event and incident management processes;
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Обов’язки

Responsibilities:

Initial ticket acceptance, diagnosis, resolution, functional escalation to Support L3, providing regular status updates on tickets to service recipient.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Proactively tracking events generated by monitoring systems and take appropriate actions when it is required in order to prevent\minimize negative impact on service delivery.
Refer to internal database or external resources to provide accurate tech solutions identification and analyses of systematic problems, initiating of review and refactoring of most problematic areas, components to meet desired KPIʼs
Document technical knowledge in way that it improves people comprehension in relevant area.

Про проєкт

Our customer is one of Europe’s leading betting and gaming companies with established retail and online brands. The Group serves customers primarily in the UK and Italy, the two largest regulated gambling markets in Europe. In the UK, the Group has over 1,850 betting shops and customers can access all content and products online. The customer has an estimated 21% market share in the UK retail market, making it the largest private operator, and the third largest operator. The Group has an estimated 7% share of the UK online market, following the launch of new online platforms in 2012 at an investment of over £50 million. The investment shows excellent results, driving a year-on-year growth in net revenue. In Italy, the Group has 870 Eurobet betting shops and can be found online at Eurobet.it. Eurobet has been very successful in obtaining new licenses, having won 25% of all available licenses in the most recent tender 100% of which are bid for. Following changes in legislation, it has also been active in relocating certain licenses to enhance performance, and in rolling out new products (e.g. Virtual Racing) in advance of competitors. Further improvements in legislation stand to deliver more benefits to Eurobet, e.g. improved clampdown on the illegal gambling market. Eurobet has grown its share of the Italian sports betting market from 7% in late 2012 to over 15% now.