IT Support - II Level Specialist

About the role

Flutter, the world's largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

Responsibilities

• Provide second-level technical support for tickets escalated from Technical Support, ensuring timely resolution.
• Troubleshoot and resolve issues using diagnostic tools, including Portal/App environments, SQL queries, and log analysis.
• Independently assess reported incidents, identify root causes, and take appropriate actions to resolve them.
• Identify bugs and collaborate closely with the Development Team to ensure resolution within defined deadlines.
• Ensure proper tracking, reporting, and follow-up of unresolved or escalated issues.
• Contribute to the continuous improvement of IT support processes and workflows.
• Maintain clear documentation of incidents, resolutions, and support activities.
• Report to the Team Leader and collaborate effectively with internal stakeholders.

Requirements

• Bachelor's degree in Engineering, Informatics, or a related field.
• Minimum 1 year of experience in Level II technical support.
• Solid knowledge of:
• Portal and App environments
• Networking fundamentals, troubleshooting, and log analysis
• SQL administration
• Familiarity with server monitoring tools and technical troubleshooting approaches.
• Strong analytical and problem-solving skills, with the ability to work independently.
• Excellent communication and collaboration skills.
• Team-oriented mindset with a proactive and flexible approach.
• Proficiency in English (spoken and written); basic knowledge of Italian is a plus.
• Why choose us:
• Permanent contract;
• Food Allowance;
• Pension Fund;
• Company Owned Devices (laptop and business mobile phone);
• Flexible working hours and the possibility of smart-working (according to the company's internal policy);
• 24 Extra Hours Paid Leave;
• Preferential treatment on products offered by Intesa Sanpaolo bank;
• Supplementary Private Health Insurance and consultation with the company doctor;
• Flutter Sharesave Plan.
• Choose us also for:
• An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
• Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;
• Continuous learning for soft and hard skills (es. Learn / Platform, Training);
• Support for parents and children and new mothers' contributions.
• Volunteering during your working hours.
• Much more about us:
• Reviews and comments from our Glassdoor and Indeed pages. Put yours!
• Equal Opportunity
• Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.
• Location : Tirana, Albania

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