Product Support Specialist

System Operator In Product Support

The System Operator in Product Support is responsible for providing support for Solaire's IT products and applications used for both Gaming and Non-Gaming purposes. This role involves assisting business users with functional application/product use, troubleshooting issues, and ensuring the smooth operation of applications. The position requires close collaboration with IT Operations, Product Development, and Application Development teams during troubleshooting and testing, as well as providing training support to business users.

Duties and Responsibilities:

• Provide effective 1st and 2nd level functional/application support to users.
• Troubleshoot and identify the root causes of application errors, and escalate to the Product Development team, technical team (Solution Architect, DevOps Engineer) when necessary.
• Ensure effective monitoring of both back-end and front-end application services.
• Review and follow up on open problem tickets and system monitoring alerts, coordinating with escalation contacts to achieve resolutions.
• Manage incidents, and lead application support and issue resolution efforts.
• Document troubleshooting processes proficiently for the knowledge repository.
• Assist with pre- and post-deployment testing to ensure smooth operations.

Key Competencies and Skills:

• Bachelor's degree in Information Technology or equivalent.
• Good written and verbal communication skills.
• Good presentation and interpersonal skills.
• Proficiency in diagnosing and resolving issues.
• Demonstrated understanding of basic solution architecture and networking concepts.
• Competent in completing routine reports and composing detailed correspondence effectively.
• Demonstrates a can-do attitude and willingness to learn and work as a team.

Experience Required:

• Experience as a system/application support in a multi-products/systems environment is preferred.
• Familiar with monitoring tools such as SCOM, PRTG, SolarWinds, Dynatrace, etc.
• Familiar with programming languages such as Node.js, JavaScript, and HTML, covering both back-end and front-end development.