The Mill Adventure
“When the winds of change blow, some people build walls and others build windmills.” – Chinese proverb
Technology • Casino • iGaming • Gambling • Gaming Operations
11 - 50
Technical Support Specialist
March 19
The Mill Adventure
“When the winds of change blow, some people build walls and others build windmills.” – Chinese proverb
Technology • Casino • iGaming • Gambling • Gaming Operations
11 - 50
Description
• Proactive monitoring and support of the production and non-production environments • Responds to client queries via email in a professional and timely manner whilst providing a high level and personalized client experience • Maintain a good standard of providing information internally with regards to ongoing issues • Maintain and suggest improvements to the incident and problem processes • Act promptly on alarms, service degradation, and outages • Acts as a focal point for outages until restoration • Maintains a consistent and positive customer experience when interacting with clients • Manage accesses for production and non-production systems • Contributes to project initiatives by aiding in a project’s delivery and launch by carrying out tasks/actions that are assigned to the Support team • Deliver on KPIs set internally as well as adhere to SLAs with regards to service delivery to other departments • Direct contact with Service Providers and 3rd parties • Contributes to ongoing improvements and updates to processes within the team • Using ITIL Best Practices to handle service requests, incidents, and change requests • Create new and update existing knowledge base articles • Be part of a 24/7 rotation
Requirements
• Excellent verbal and written communication skills in English • Previous client-facing technical support experience with great technical proficiency • Being able to work on multiple projects/tasks simultaneously while maintaining focus • Ability and willingness to be in contact with multiple internal stakeholders • Structured approach to work • Great organizational and prioritization skills • Autonomous and self-motivated • High learning drive
Benefits
• A lean, focused company, offering a flexible working environment • The opportunity to work with and learn from a highly skilled, talented team • A great company culture, where accountability is innate, transparency is key and competency is virtue • Being part of a small, tight knit, caring community • Work equipment of your choice • Private health insurance • Learning budget • Fitness benefit • Parking/transport or co-working allowance • Company wide and team based get-togethers
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