L2 Technical Support Engineer
Primary stack
Nice to have's
Job description
About the Position
L2 Technical Support Engineer
Pronet Gaming
Location: Sofia, Bulgaria
Job Type: Full-time, On-site
Responsibilities
- Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems.
- Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach.
- Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams.
- Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts).
- Monitor the service components using monitoring tools such as Dynatrace.
- Monitor maintenance announcements of platform providers and inform related teams.
- Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities.
- Keep the services up at highest quality and availability.
- Troubleshoot and provide permanent or workaround solutions to customer complaints in a timely manner.
- Identify, prioritize, escalate issues (when required) to the appropriate teams.
- Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status.
Requirements
Must have:
- Knowledge/experience with Javascript or Java programming language
- Practical experience with databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres
- Practical experience dealing with network issues
- Practical experience with Linux
Advantages:
- Knowledge on Software Development Life Cycle (SDLC)
- Knowledge on working with Ticketing environments (Jira, service desk)
- Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
- Strong problem-solving skills with good communication
- Ability to work under pressure with a high sense of urgency
- Ability to work in flexible hours
- Good level of English
We Offer
- Training and development opportunity
- Friendly working environment
- Hands-on training utilizing our tech stack
- Real opportunity to grow a career in IT industry
Our benefits:
- Additional annual leave days
- Day off on your birthday
- Additional health insurance and dental service coverage
- Multisport card
- Food Vouchers
- Employee assistance program
- Flexible working hours
- Remote work with casual visits in the office
- Attractive annual bonus
- Referral bonus
- Training and development opportunities
About the Company
Pronet Gaming is a leading company in the gaming industry, dedicated to providing high-quality services and support to its clients. We are committed to fostering a collaborative and innovative work environment where our team members can thrive and grow.
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