Systems Engineer

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Who we are

The Workshop is a tech company that develops incredible software for the online gaming industry. Living by the motto “Fearlessly Forward,” innovation is at the centre of everything we do, whether it’s our games, new products and technologies. We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes.Our strength lies in the diversity of our skills, and that comes from the diversity of our people. The Workshop is committed to being a diverse and inclusive workplace where we learn from each other, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof,) and programming language preference. As an equal opportunity employer, we offer a pleasant, supportive place to work – whoever you are. It’s a place where you can try new ideas, take risks, and move Fearlessly Forward.

Your mission

To create a great customer experience by providing consistency of delivery across every interaction. To extend your technical capability and, combined with strong process and documentation, provide a resolve on first contact service wherever possible.

Mentor and coach Service Desk Analysts and enable them, wherever possible, to resolve issues without having to engage the Systems Engineering team.

You will collaborate with overseas teams to ensure delivery of consistent, high quality support and effective coverage within a 24/7 follow the sun model. You are expected to work on a rotational shift basis, on weekends, and outside of typical business hours.

What you'll do

·         Provide comprehensive IT support for the efficient resolution of incidents and requests

·         Provide technical guidance, mentoring and assistance to Tier 1 support in the effective resolution of lower complexity incidents

·         Handle multiple incoming Events and Reports: acknowledge, notify, interpret, prioritize and advise on investigation & resolution (or escalate where applicable)

·         Work within ITSM processes such as Event, Incident, Request Fulfilment, Continuous Improvement, Change and Problem as required

·         Execute action items across ITSM processes as required

·         Thoroughly document all work including standard operating procedures and projects

·         Assist with ensuring Operational Readiness of all products and services

·         Execute or assist with production changes (deploys, etc.)

·         Provide excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure customer satisfaction

·         Identify potential systems problems and escalate to internal or external teams for resolution

·         Continuously develop and improve on technical aptitude and service knowledge, skills, and abilities

·         Assist specialists in their day-to-day duties as required

·         Perform related tasks as needed or assigned

What you'll bring

·         3 or more years of technical support demonstrated experience, system engineering and administration experience

·         Ideally a Computer Science - Engineering degree or any other industry certification such as Red Hat, Windows or Cisco certification.

·         Ideally, ITIL® Foundation certification.

·         Technical certifications: RHCE, RHCA, CCNA, MCSA, MCSE would be an asset.

·         Strong understanding and familiarity with supporting a broad spectrum of environments, systems, and software, including (but not limited to) Linux, Windows, Apache, Nginx, SQL, and Java-based applications.

·         Understanding of the software development lifecycle and Agile/Lean principles

·         Understanding of hardware, information security, networking concepts, and enterprise applications

·         Experience in geographically spread technology support organization and supporting remotely located end users, VIPs, systems

·         Scripting skills: bash, ksh, zsh, python

·         Network issues troubleshooting, MPLS, VPN

·         Windows server administration: proficient knowledge WMI, services, web-farming, PowerShell

·         Understanding the impact of technology on the business

·         Ability to quickly analyze issues and determine possible causes, and to identify appropriate solutions or escalation paths. A high aptitude for problem solving is required

·         Ability to understand and empathize with customer concerns/issues, remaining committed to providing quality results

·         Ability to apply discretion resulting in appropriate/desired resolutions

·         Autonomous, detail-oriented, highly organized, and quick to adapt to changes

·         Excellent English communication skills, both verbal and written

What's in it for you

  • Challenging and fulfilling work at an innovative, global company that uses cutting-edge tech
  • Global work experience in an agile methodology
  • International, friendly and inclusive multi-cultural environment (over 35 nationalities that speak altogether almost 30 languages!)
  • Competitive salary and relocation packages for you and your family
  • Playful office in the Technology Park of Málaga with a free, private bus connection from the city centre
  • Flexible working hours, well-being programs, learning and growth opportunities
  • Team building events, learning labs, Hackathons/Designatons and extravagant corporate events
  • Opportunity to shape the tech community inside and outside of The Workshop, mentoring and sharing knowledge with others
  • Workplace perks including gaming consoles, darts, pool, foosball, books, massages and a kitchen full of coffee, fruit and even ice-cream
Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!

Málaga

Calle Severo Ochoa, 16
29590 Málaga Directions

Our culture

We’re lucky enough to have a home in two of Europe’s best tech cities – London and Malaga – and are proud of our diversity. Our Inventors represent over 40 different nationalities and almost 30 languages.


Already working at The Workshop?

Let’s recruit together and find your next colleague.

email
@theworkshop.com
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