SENIOR TECH SUPPORT REPRESENTATIVE, REPUBLIKA BULGARIYA

Senior Tech Support Representative
Currently we are looking for a Senior Tech Support Representative to join the Tech Support team. More information on the requirements and responsibilities will be down below.

What Youll Do I. MAIN DUTIES AND RESPONSIBILITIES
Front-Line responsibility for Critical and Major incidents. Senior escalation point for time-based elevations (close to breaching SLA). Perform quality review for ongoing tickets. Act as a Subject Matter Expert for regular technical support representatives in the department. Maintain and create knowledgebase articles. Perform new feature training courses for the regular technical support representatives in the department. Perform new hire training for the newcoming technical support representatives. Monitoring the welfare of the servers and databases in production using various tools. Fix critical malfunctions and try to minimize down-time to no-time. Manage failures to be sufferable and escalate them to relevant teams. Communicate with customers over issues they raise either by answering a phone call or replying to a helpdesk ticket. Adhere to the Service Level Agreement (SLA) for the assigned activities. If required should be flexible to work beyond shift hours to help address high volume / transactions inflow. Maintain transparent communication with immediate supervisors with respect to work undertaken and ensure SLAs should not get breached. Attend Contribute to Daily Huddles Meetings Ad hoc Meetings when required.
II. INFORMATION LINKS AND RELATIONSHIP
Directly subordinate to the NOC Team Leader In implementing the organizational capacity to carry out our links and relationships with all actors in the company.

What Were Looking For III. REQUIREMENTS
Systems orientation and experience Networking SQL Strong troubleshooting skills Experience with complex integrated systems SW Qualification / Integration / SW Development experience Work in complex activities in project and matrix environment in parallel Deep knowledge of TCP/IP HTTP DNS SSL Web Applications Load balancers proxies and firewalls Experience with the following an advantage Jenkins Git Jira Bamboo JMeter. Fluency in English.
Company Summary Aristocrat Interactive

Aristocrat Interactive is Aristocrat Leisure Limited s (ASX ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi NeoGames Aspire Global BtoBet and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG with a full-service offering that includes content proprietary technology platforms and a range of value added services across iLottery iGaming and Online Sports Betting (OSB).

About Aristocrat
Aristocrat Leisure Limited (ASX ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games collectively entertaining millions of players worldwide every day. Headquartered in Sydney Australia Aristocrat has three operating business units spanning regulated land-based gaming (Aristocrat Gaming) mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8 500 people across the globe are united by our company mission to bring joy to life through the power of play.
Our Values
All about the Player

Talent Unleashed

Collective Brilliance

Good Business Good Citizen

Travel Expectations None

SQL, TCP/IP, HTTP

SQL, TCP/IP, HTTP