System Support Specialist L2 - 06 : 00 to 14 : 00hrs

System Support Specialist L2 - 06 : 00 to 14 : 00hrs System Support Specialist L2 - 06 : 00 to 14 : 00hrs

2 weeks ago Be among the first 25 applicants

WIN SYSTEMS is a provider of casino solutions for the global gaming industry. The Company specializes in management systems and gaming machines for all varieties of casinos and lotteries.

This role is responsible for providing a service to our clients to ensure that our software ERP WIGOS remains operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

The role is responsible for providing a service to clients to ensure that our systems remain operational, this requires to :

• Handle escalated customer issues that Level 1 agents couldn't resolve.
• Provide in-depth troubleshooting and solutions for complex problems.
• Offer technical assistance for products or services, addressing more advanced user concerns.
• Collaborate with the technical or development teams to resolve intricate technical issues.
• Develop a deep understanding of the company's products or services.
• Stay updated on new features, updates, and changes to provide accurate information.
• Contribute to knowledge base articles for common issues and solutions.
• Share insights and information with Level 1 agents to enhance overall team knowledge.
• Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.
• Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.
• Educate customers on how to use products or services effectively.
• Provide guidance on best practices to optimize customer experience.
• Assist in training new agents, sharing expertise, and providing mentorship.
• Support ongoing professional development within the team.
• Generate reports on common issues, resolutions, and customer feedback for management review.
• Contribute to regular performance reports for the customer care department.
• Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively.
• With low frequency, it will be required to act as Level 1 Agent.

Required knowledge :

• 3 years of experience in Windows Server (2008 / 2008 R2 / 2012 / 2012 R2 / 2016)
• Experience in IT security and Networking
• Experience in systems monitoring and incident management
• Knowledge and experience in troubleshooting Active Directory, DNS, DHCP, Firewall, etc ...
• Experience with SQL Server Databases.
• Development of scripts, preferably in Powershell (nice to have)
• Knowledge in hardware for servers (Nice to have)

Languages :

High-level English and Spanish. Spoken and written.

Why work with us?

• Excellent working environment
• Flexible remuneration (Childcare ticket, transportation ticket, etc)
• Beverages and fruits in the office
• Padel court, Games room, and Gym in the offices

Important : This position requires a high level of English and Spanish, and will cover a schedule from 06 : 00 to 14 : 00hrs and weekend shifts 2 times per month.

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Customer Service and Information Technology
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Win Systems by 2x

Castellbisbal, Catalonia, Spain 1 day ago

Castellbisbal, Catalonia, Spain 1 day ago

IT System Engineer - Operations Planning Data Analyst Junior - Transportation Analyst, Central Operations Services PeopleSoft Tech Lead / System Administrator Senior System Administrator / IT Architect TCO / A SISTEMAS DE GESTIÓN DE CALIDAD / PRL

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