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Technical Analyst III
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our team at IGT. As a Technical Support Specialist, you will play a critical role in the technical aspects of designing, testing, operating, and troubleshooting IT systems.
Key Responsibilities- Provide technical interface with customers, focusing on requirement definitions, user testing support, system operations support, troubleshooting, and incident management.
- Work closely with colleagues from various IGT Technology Departments, including Business Analysts, Quality Assurance, Software Development, System Operations, System Engineering, Infrastructure/IT, and Services teams.
- Collaborate with the Second Level Support team for incident resolution and perform Ops Support tasks as needed.
- Support incident root cause analysis, testing with customers/local staff for release problems resolution, and requirements clarification for software enhancements.
- Act as a Subject Matter Expert for local technical regulations, providing inputs to the Software Development and Quality Assurance teams.
- Test support to customers/local IGT teams and regulators, ensuring proper user test scripts are in place and executed.
- Work with the Quality Assurance team to assure that user test scripts are executed, including special testing conditions applicable to the specific jurisdiction.
- Support Integration Engineers for Test and Production environments deployments, including Hotfix deployments.
- Manage and maintain incident tickets using tracking tools (Salesforce and Jira).
- Provide technical inputs on Major Incidents Reports and coordinate with Infrastructure and Operations departments to maintain compliance with all regulations.
- Support training and documentation for new features introduced in the system.
- Engage with Project Teams for any delivery for the Jurisdiction.
- A degree in Computer Science or Informatics.
- 3-5 years of working experience.
- Verbal and written communication skills in English.
- Knowledge of Database Administration and SQL.
- Knowledge of IBM DB2.
- Knowledge of Red Hat Linux, Windows (2008R2, 2012, etc.), and Linux Scripting and Windows PowerShell.
- Preferred qualifications include Software Development Lifecycle knowledge, Configuration Management knowledge, Software Quality Assurance experience, and ability to test, install, configure, and implement new software packages, technologies, and applications.
- Understanding of Infrastructure and/or Network maintenance, knowledge of incident tracking systems (Salesforce and Jira), and excellent communication and interpersonal skills.
- Ability to work creatively and analytically in a problem-solving environment and flexibility to travel as needed (no more than 20%).
- Building collaborative relationships.
- Decision making.
- Drive results.
- Foster innovation.
- Personal energy.
- Self-leadership.
