Support Engineer job vacancy at Sportpesa. SportPesa Tanzania is one of the giant online bookmakers in the Republic of Tanzania. The operator joined the betting market in 2014 and has quickly risen to become a top-rated sportsbook. Sport Pesa Tanzania requires every customer to register for an account before they can place bets. It is the responsibility of each customer to ensure that the information provided during registration is legit. Welcome to our website orodhaya.com, Read below details about Support Engineer vacant.
| Job Title: | Support Engineer |
| Department/Division: | Information Technology |
| Reporting To: | Team Leader – Systems |
Duties and Responsibilities
- Manage Internal Systems: In charge of the administration and maintenance of internal systems such as Linux and Windows servers, load balancers, web servers, and queuing systems. Ensure that they operate well and are available to fulfill business demands.
- Provide first and second-line support: Troubleshoot IT-related issues ranging from office productivity software to hardware such as laptops, PCs, Macs, and printers. Diagnose problems and provide quick solutions to reduce downtime and increase productivity.
- Ticket Management: Receive, log, and close IT support tickets from workers and customers. Use an ITSM system to efficiently handle tickets, prioritize work, and assure timely response within agreed-upon Service Level Agreements (SLAs).
- Troubleshoot System Issues: Investigate basic system issues to determine root causes and perform corrective actions. Work with team members or external vendors as needed to tackle complex technical challenges.
- User Problem Ownership: Take ownership of user issues and aggressively follow up on their status on behalf of the user. Communicate progress and remedies clearly and promptly to ensure customer satisfaction and transparency.
- Maintain High Customer Service Standards: Respond to all support inquiries in a timely and effective manner to ensure a high level of customer service. Apply service management principles and best practices to achieve consistent service delivery.
- Monitor and Ensure SLA Compliance: Check tickets in the ITSM system to ensure Service Level Agreements (SLAs) are met. Provide regular updates and statistics for weekly reporting on various systems, as appropriate.
- Maintain current documentation of supported systems, including configurations, procedures, and troubleshooting guides. Ensure that documentation is easily available and thorough in order to promote knowledge sharing and continuity.
- Coordinate and arrange for external technical support when problems cannot be resolved in-house. Collaborate with external vendors or service providers to efficiently escalate and resolve complicated technical issues.
- Basic Programming and Automation: Perform basic programming activities to create automation scripts and systems. Contribute to increasing operational efficiency by automating repetitive processes and optimizing workflows as needed.
- To arrange for external technical support when difficulties cannot be solved in-house.
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Qualifications
- An ITIL qualification.
- A professional qualification certification (MCP, CCNA, etc.) would be ideal.
- Excellent written and verbal communication abilities.
- Excellent organization skills.
- 2 years prior in a busy ITIL-oriented environment.
- Incident Management Experience: Managing incidents, including corporate expectations and communication.
- Strong understanding of Microsoft and Linux-based operating systems.
- Knowledge of Linux OS, Windows OS, DNS, load balancing, basic networking, and containerization.
- Experience in utilizing and troubleshooting user machines in a network setting.
How to Apply
For the latest Support Engineer job vacancy at Sportpesa Tanzania, If you are up to the challenge, possess the necessary qualifications and experience; please send your application letter and CV only quoting the job title on the email subject (IT Support Engineer) to hr@sportpesa.co.ke by 27th February 2024. Only short-listed candidates will be contacted for interview.
