Level 3 IT Support Engineer
Platform Operations - Limassol, limassol
Duties and opportunities
- Assess issues and provide solutions for incidents and problems that cannot be handled by tier 1,2
- Managing incidents’ life cycle until they are fully resolved or providing a workaround solution, escalation to 4 level support where required
- Periodically perform analysis to see if new problems need to be registered
- Coordinate root cause analysis
- Support hot-fix deployment process
- Perform log level analysis
- Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
- Qualification/replication of the reported issue in an appropriate customer environment
- Information gathering to ensure complete availability of details required for root cause analysis
- Provision of technical resolution or problem workaround
Requirements
- 2+ years of experience in IT
- Strong HW/SW analytic, problem-solving and troubleshooting skills
- Deep knowledge of HTML/CCS, HTTP(s)
- Understanding of client-server architecture
- Experience in bash/shell programming (nice to have)
- Experience in SQL/KQL/JQL querying and managing data
- Strong Debugging skills
- Experience working with logging, monitoring, and alerting tools (e.g. ELK stack, Grafana, PagerDuty)
- Ability to perform log level analysis
- Structured and process-oriented
- Self-learning ability, self-motivated and team player
- Ambition to learn new systems, procedures, techniques in a short period of time
- Experience with bug and issue tracking system (Jira preferred)
- Ability to problem solve independently and multi-task
- Understand of ITIL methods
- Understand of Systems development life cycle
- Pro-active, resourceful with high level of accuracy and attention to detail
- Ability to meet strict deadlines and manage stress effectively
- Strong communication and reporting skills
- Experience in gambling/betting (nice to have)
What you'll do
- Assemble and resolve incidents that cannot be managed by lower tiers
- End-to-end ownership of technical customer issues from troubleshooting to resolution
- Coordinate root cause analysis and implement solutions or workarounds
- Support deployment of hot fixes and perform log analysis
Who you are
- Self-motivated, proactive, detail-oriented, and a strong communicator
- Team player with the ability to work under pressure and meet deadlines
- Willing to learn new systems and procedures quickly
Tech stack
- HTML, CSS, HTTP(S)
- Bash/shell scripting
- SQL/KQL/JQL
- Logging/monitoring tools (ELK stack, Grafana, PagerDuty)
Benefits, perks
- Learning and development opportunities and challenging tasks
- Official employment in accordance with Cyprus and EU laws, family member registration
- Relocation package (tickets, hotel for 2 weeks)
- Office fitness corner
- Language skills development and partial cost coverage for language classes
- Birthday celebration present
- 24 working days of annual vacation
- Breakfasts and lunches in the office (partially paid by the company)
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