Support & Installations Technician.

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Support & Installations Technician

Posted 31 days ago
Bogotá, ColombiaCompetitiveJob Reference: 36141
Our client, a leading technology and software provider of virtual sports, is on the lookout for a Support & Installations Technician to join operations in Colombia. Our client’s offerings are designed to cater to a wide range of clients in the gaming and betting industry, ensuring a seamless experience whether users engage with their products via online platforms or in physical betting shops.

Essential Job Functions / Main Duties & Responsibilities:
  • General server maintenance (Memory/CPU/backups/event viewer logs/time synchronising).
  • Log File size management and interpretation thereof
  • Responding To customer Emails and Skype while adhering to SLA.
  • Level 1 Support Troubleshooting all issues that are logged.
  • Worked on ticketing system /Jira/smart sheets/Hosting provider tickets.
  • Respond to clients on pending tickets where needed.
  • Manage customer interaction via different messaging platforms (Skype/Teams/WhatsApp Bot).
  • Betting general support, betting incoming notifications, log management, reporting, installations.
  • Analyse and isolate issues, while evaluating and modifying the system's performance.
  • Determine network and system requirements
  • Document changes and update frequently asked issues.
  • Manage and optimize the use of servers while backing up all the important data.
  • Coordinate with employees in other departments and teams.
  • Maintain and manage positive relationships with internal and external stakeholders.
  • Effectively communicate at all management levels with clients/ stakeholders.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.

Skills & Qualifications:
  • A Bachelor's Degree in Information Technology, Computer Science, or a related field (Would be advantageous).
  • A+/N+ and/or MCITP or similar.
  • Microsoft / CompTIA certifications are advantageous
  • Desktop Support.
  • Azure/AWS exposure or certification (Advantageous).

Knowledge & Experience:
  • 5 years experience in a similar (Technical support/Helpdesk).
  • Previous experience in a technical customer service desk role would be advantageous.
  • Installation, configuration, and maintenance of end-user workstation hardware, software and peripheral devices.
  • Must be fluent in Spanish and English.
  • Experience in virtual sports gaming/betting would be advantageous.
  • Experience in cloud technologies.
  • Knowledge of best practices around management, control, and monitoring of server infrastructure and desktops.
  • Server Management out of South Africa (Deployments/approvals)
  • Ability to Diagnose and resolve performance, connectivity, and related network problems including hardware, and software.
  • Ability to work on Web-based products.
  • Software Experience.
  • Knowledge of Network Infrastructures.