Offer summary

Qualifications:

Degree in IT, Computer Science, or related field., 2-4 years of relevant working experience., Strong knowledge of Microsoft Office tools and data analysis techniques., Experience with SQL, relational databases, and incident management tools..

Key responsibilities:

Provide 2nd Level production support and troubleshoot customer issues.

Investigate and resolve technical problems, maintaining a knowledge repository.

Communicate effectively with clients and collaborate with internal teams.

Monitor platform performance and suggest improvements.

Job description

OKTO’s continuous growth demands high-caliber candidates, who can demonstrate professionalism, passion, and creativity. For those who come on board, we offer significant career advancement, challenges, and a runway for growth.

OKTO (www.oktopay.eu) powers digital payments for every entertainment, leisure, and gaming environment. Our unified payment platform combines secure, real-world transactions with the most powerful payment technology to create immersive payment experiences for both merchants and their users.

Since 2019, OKTO has been improving payment interactions for online and retail gaming and introducing frictionless payments with its local knowledge, sector expertise, and international capabilities.

The expanding business now employs over 200 payment experts, gaming insiders, and software engineers, serving some of the most exciting international markets including Brazil, Romania, Italy, Greece, Germany, the UK, and Spain.

Summary

We are currently looking for a competent Technical Support Engineer to provide 2nd Level production support on a regular basis while identifying, troubleshooting and providing solutions on customer problems. The ideal candidate must have relevant working experience, analysis and reporting skills.

Requirements

Responsibilities

Effective client communication in order to provide 2nd Level production support on a regular basis and additionally on call on a rotation basis.
Investigate Production issues
Identify, troubleshoot, and provide solutions on customer problems
Maintain knowledge repository for issues (description, sets to reproduce, solutions)
Offer the most suitable solution to customers' issues and become their trusted partner
Responsibility for providing best possible 2nd level support for technical inquiries, this includes technical processes questions, system failures, software bugs, or performance issues
Challenging tasks in analyzing the behavior of technical systems and steering internal effort to resolve issues that are occurring for customers
A possibility to perform minor enhancements or configuration changes of existing customer’s systems
Monitoring the performance of our platforms and react to relevant incidents
Review mechanisms and how they operate and offer insights and ideas to the development team
Collaborate with all the relevant departments and teams and provide solutions to any needs and work issues

Requirements

Degree in IT, Computer Science, Computer Engineering, System Management, Information System Management
Relevant working experience of 2-4 years
Exceptional knowledge in Microsoft Office tools (Excel/Word/PowerPoint/Outlook etc.)
Skills in data retrieval, analysis and reporting (e.g. SQL, pivot tables techniques, dashboards, etc.)
Experience in SQL & relational databases
Experience with incident management and collaboration tools (i.e. Jira/Confluence/Monday)
Knowledge of AWS (Logs Insights/RDS/ELB)
Highly appreciated will be the familiarity with IT Service Management and ITIL processes.
Excellent knowledge of English
Basic knowledge of monitoring tools (Grafana)
Able to work in shifts or on call

Benefits