Support Agent
Permanent
The Job & The Person
JOB
We’re looking for a NOC Engineer/Support Agent to join the Wonderlabz gaming software company.
You will be a member of an agile development team administering the Online Gaming platform monitoring and reporting on a 24×7 basis, ensuring optimum performance and availability of such platform, providing second-level troubleshooting support, and liaise with all applicable service providers and third parties.
Part of your responsibility as well is the delivery on KPI’s set internally as well as adhere to SLAs and OLAs with regards to service delivery to our customers (both external and internal).
PERSON
Members of our NOC team are great team players; they are passionate about technology and their jobs with a proactive and flexible attitude and an ability to tackle day to day tasks and projects with an attitude that enables them to constantly take onboard new skills.
Sound fault-finding skills and an ability to react to problematic situations in a focused manner are essential in this role. It is essential that the person applying for this position is comfortable with shift work – The NOC offers 24×7 coverage.
We have many internal training sessions, and you will get excellent support from your team whilst learning new technologies that are used by the team. Sounds inviting? Level-up your work digs , apply for the job and join the Wonderlabz team!
Skills:
Responsibilities
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24×7 proactive monitoring and support of the live and staging infrastructure
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Investigate and react to any live issues that might arise
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Prepare and take part in the periodic release of new software
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Act as an escalation point for issues flagged by customer support
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Partake in the design and implementation of new setups
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Handle service requests, incidents, problems and change requests, using ITIL best practice.
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Assist in process improvement and automation.
Requirements
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At least 6 years’ experience in technical support and monitoring
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All-rounder, with very good IT knowledge and in Linux technologies
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Possess excellent communication skills, capable of delivering information to both technical as well as non-technical personnel
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Ability to work autonomously and in a team environment
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Deep knowledge of various monitoring tools
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Good problem-solving skills
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Detect/analyze alarms to provide fault isolation and remote troubleshooting, escalating when necessary
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Acts as a focal point for outages until restoration.
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Ability to analyze logs for troubleshooting issues, including malicious activity or cybersecurity threats
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Excellent attention to detail and organizational skills
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Ability to analyze logs for troubleshooting issues, including malicious activity or cybersecurity threats
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Excellent attention to detail and organizational skills
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Understands how to direct, support and guide other team members and knows how to motivate them
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Docker/Kubernetes
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Virtualisation – Openstack, Vmware
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Cloud – Google GKE, Amazon EKS
WONDERLABZ / Pixel.Byte.Perfect.
The software company on the beach, delivering innovation and success!