Systems Engineer

You will own and prioritise user experience across every interaction in a day to day IT support , mentor and coach Service Desk Analysts to resolve issues in a diverse team based worldwide.
Scroll to content

Who we are

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the centre of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

What we believe

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 forte lies in the diversity of our skills – and that comes from the diversity of our people.

Our commitment to you

The Workshop is committed to being a diverse and inclusive workplace, where we all learn together, 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 friendly, supportive working environment for all. It’s a place where you can try new ideas, take risks, and enjoy the support to move Fearlessly Forward.

 Your mission

  • To prioritise user experience across every interaction in a day to day IT support.
  • To extend your technical capability
  • To utilise strong processes and documentation
  • To provide a resolve on first contact service wherever possible.

You’ll mentor and coach Service Desk Analysts to resolve issues without having to engage the Systems Engineering team. In the spirit of team work, you’ll also collaborate with overseas units to ensure delivery of consistent, high quality support and effective coverage within a 24/7 Follow the Sun model. You’ll work on a rotational shift basis, on weekends, and outside of typical business hours.

What you'll do

  • Provide comprehensive IT support for efficient incident resolution and request handling
  • 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, prioritise 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 (deployments, etc.)
  • Demonstrate excellent customer service, problem solving skills, technical thinking/reasoning, 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 organisation 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 analyse 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 empathise with customer concerns/issues, remaining committed to providing quality results
  • Ability to apply discretion resulting in appropriate/desired resolutions
  • Autonomous, detail-oriented, highly organised, 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
  • Flexibility of working from home/place of residence during COVID-19, followed by the relocation to Malaga after the sanitary crisis is over
  • Flexible working hours, well-being programs, learning and growth opportunities
  • Team building events, learning labs, Hackathons/Designatons 
  • Opportunity to shape the tech community inside and outside of The Workshop, mentoring and sharing knowledge with others
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 View page

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
Teamtailor

Applicant tracking system by Teamtailor