IT Support Specialist - Technical Support jobs in Malta - April 2024
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IT Support Specialist


Published on 18 Sep 2023

Expired on 15 Nov 2023

We are looking for an IT Support Specialist to join our client's team. The IT Support Specialist is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment. S/he must be able to assess a reported problem independently or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Support Specialist must understand system inter-dependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.
Our client is an iGaming company that provides a next-generation platform that delivers the gaming experience of the future with its market-specific online sportsbook, casino and retail solutions and is located in St. Julian's. 
  • Install and configure wireless APs, routers, switches, printers, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network
  • Maintains various policy and procedure documents
  • Provides first-call resolution or triage for all calls
  • Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports
  • Ensures accurate logging incidents, service requests, access requests and changes
  • Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one-call/one-ticket method provides effective tracking of all incidents and service requests. In cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
  • Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made
  • Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested
  • Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible
  • Escalates tickets to the appropriate Specialists if required
  • Forward tickets/requests to 3rd party suppliers where necessary and manage these progress through closure
  • Monitors Risks, Issues, Action Logs and Dependencies
  • Ability to prioritise under pressure
  • Manages service desk mailbox and VPN accounts
  • Repairing and replacing equipment if necessary
  • Manages analyst performance on a monthly basis with a focus on adherence to SLA achievement, customer focus, proactive problem-solving and incident avoidance, and expected telephony occupancy
  • Works with other engineers to resolve incidents
  • Any other tasks or projects assigned by the Corporate IT and managers
  • Provide occasional out-of-hours support
  • Testing new technologies.
  • Minimum 2 years of experience with Microsoft Azure, Active Directory and Office365
  • Mid-level or more experience with Atlassian products like Jira and Confluence
  • Technical compliance experience
  • Understanding of Networking technologies and concepts
  • Basic experience with firewalls (Fortigate & Sophos).
  • Basic experience with cabling. (Replacing connectors like RJ45 etc.)
  • Knowledge of VMWare and ESXi
  • Use of System’s monitoring tools
  • Familiar with Windows and macOS Operating Systems
  • Communicates both written and verbal ideas clearly.

Monday to Friday from 09:00 till 18:00, 40 hours per week with 60 minutes daily break.
Diploma in IT or similar studies.
  • Attractive salary package
  • Additional Leave Benefits
  • Regular company events, celebrations and wellness activities
  • Optional annual leave carry-over.Annual Employee Wellness Benefit
  • Fully equipped kitchen including fresh fruit, veg and snacks
  • Flexibility, Hybrid schedule, with a family-friendly work environment
  • Free Parking.
If you meet the requirements and feel that this position is a fit for you, do not hesitate and apply for this role today!
IRIS THAUMAS LTD is certified to ISO 9001:2015; licensed Employment Agency/Employment Business (EA #181); and Certified SRPS (MLC 2006 SRPS).

Full Time
Job Type
Intermediate (1-3 years), Experienced (3 years +)
Experience Level
Technical Support
iGaming & Casinos

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