L2 Technical Support

ABOUT PRONET GAMING

Gaming operators looking for platform solutions need an omni-channel turnkey provider that truly understands their needs, wants and challenges. That’s why the team at Pronet Gaming have been handpicked for their extensive B2C and B2B industry experience and local-market knowledge in the regions we serve – so that we can provide our clients with first-class service and guidance

Since 1996, our approach to business has been centred around collaboration – working with our clients on a consultancy basis. Every member of our team is customer-focused and we’re committed to helping our operator clients achieve their specific strategic goals across global markets.

We’re client-centric

We do what we say, on time, every time. We work closely with our clients to provide robust and effective plans of action, working strategically to deliver the optimal iGaming solutions for your specific business objectives and audience needs.

We’re dedicated to progression

We employ industry experts around the world with specialist knowledge in emerging markets and localisation, who keep one step ahead of market trends to ensure that our customers stay ahead of the game.

We’re technology-led

We invest in the best iGaming developers, design teams and infrastructure around the world to deliver progressive, constantly evolving technological solutions that help to give our operator clients the competitive edge.

www.pronetgaming.com

Purpose of the role:

L2 Technical Support Engineer is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role. Post mortem analysis reports should be prepared after major problems including the history of the event, measures taken and what the future actions will be.

Main 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 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

Required skills:

• Must have:

1. Knowledge/experience with Javascript or Java programming language;
2. Practical experience with databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres;
3. Practical experience dealing with network issues;
4. Practical experience with Linux

• 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 high sense of urgency
• Ability to work in flexible hours
• Good level of English

Advantages:

• Experience with Event Driven Architecture, RabbitMQ, Dynatrace
• Knowledge on writing scripts for automation purposes
• Knowledge on Linux operating system
• Well-rounded experience with multiple operating systems, Web technologies, and test environments