IT Support - II Level Specialist
Sisal Hub Albania
/job-details/6387
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**About us:**
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.
**What you'll do:**
- 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.
**What you'll bring:**
- 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**
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.
**What you'll do:**
- 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.
**What you'll bring:**
- 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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