Technical Support Engineer - 2nd Line Support

Job title:Technical Support Engineer 2nd Line Support

Job Details

Hours: FullTime

Location: Fully remote. This opportunity is open to you if you can legally work remotely from one of our home countries in Sweden Malta or Hungary.

Contract: Permanent

At Playn GO we enjoy a flexible freedom to shape our own days. Everyone we hire is unique and every role we fill has certain performance expectations. The daytoday challenges of work and life will be unique to you but our commitment to helping you find a balance will never vary.

From the GO

At Playn GO our purpose is to entertain. Our pleasure is in working with people ready to make a difference that lasts. We are pioneers. We were the first entertainment supplier to recognise the potential of gaming on the GO and create the innovative mobile games which supercharged our industry and inspired our name. Today Playn GO is the leading gaming entertainment supplier to casinos in regulated markets the world over. And we are still growing.

With growth comes opportunity. This could be yours. Are you ready to help us face challenges and find solutions that get us both to the next level of excellence

What the role entails:

Some of the key responsibilities of our Technical Support Engineer will be:

• Apply advanced troubleshooting techniques to identify root causes and potential solutions.
• Analyse incident trends to proactively address recurring issues.
• Assist firstline support teams by providing guidance and expertise for complex issues.
• Collaborate with thirdline support teams and vendors to resolve escalated problems.
• Handle specialized service requests beyond firstline scope.
• Ensure timely processing fulfillment and documentation of service requests.
• Take ownership of escalated incidents driving them to resolution.
• Coordinate with other teams to implement effective solutions and minimize downtime.
• Assist in assessing and implementing changes to IT systems.
• Contribute to knowledge articles and best practices.
• Propose changes and automation to enhance support operations.
• Provide technical mentorship to junior team members.
• Communicate with stakeholders and pursue professional development.

What we ask of you:

• 5 years of proven experience in a desktop support or technical support role.
• Demonstrated experience in troubleshooting and resolving complex technical issues.
• Proficient in troubleshooting Windows and/or macOS environments.
• Experience with M365 environment and user account management
• Ability to diagnose and resolve issues related to software applications and system configurations.
• Microsoft certifications such as Microsoft 365 Certified: Fundamentals and or Microsoft 365 Certified: Administrator Expert
• Excellent communication and interpersonal skills with a customercentric approach.
• Strong problemsolving abilities and attention to detail.
• Ability to collaborate effectively with other IT teams and departments.
• Exceptional customer service skills with a focus on providing a positive support experience.
• Effective time management and organizational skills to prioritize and manage multiple tasks simultaneously.

Preferences:

• Industry certifications such as CCNA CompTIA A CompTIA Network and CompTIA Security are highly desirable.
  Certifications in ITIL (Information Technology Infrastructure Library) are beneficial for understanding IT service management best practices.

Whats in it for you

If you feel great youll do great. Our employees know that their package of benefits activities and initiatives are some of the most generous in the industry. From challenges to chill outs the fun we share at play helps inspire excellence from the go.

Apply now to find out more. Its your best move. This opportunity will remain open until we meet the right candidate.

GO for it.

We believe the way forward relies on wellregulated gaming and player safety. Our commitment to this sets the standard for our industry.