IT Engineer

Employment Type: Permanent

Derivco is boldly leading the way as a next generation tech company. With a vision to become the formidable force in the tech industry, we are constantly pushing the boundaries of innovation to create cutting-edge solutions that set new standards.

Our team of over 2000 global experts is made up of trailblazers who embody our core values of creativity, passion, and a relentless pursuit of excellence. Together, we are on a mission to revolutionise the iGaming world and beyond.

By joining Derivco, you will have the opportunity to contribute to our vision, to shape the future of technology, and to be part of a team that is setting the standard for what's possible. Come and join us on our journey to be
_the_
- _formidable next generation tech company, and together, let's create a future beyond imagination.

Derivco is a leading software development house in the online gaming world. Working alongside our key partners, to include Betway, we design, develop, illustrate and animate the best online casino games in the industry. We’re proud to say we employ over 2,000 of the brightest minds in the industry across our offices in the USA, South Africa, Isle of Man, Malaga and Australia.

Derivco is seeking a highly skilled and motivated Customer Support Engineer to be part of our dynamic team. As a Customer Support Engineer at Derivco, you will play a crucial role in ensuring the smooth operation of our cutting-edge software products and maximizing their availability.

**Responsibilities**:

- Support and maintain existing and new operators on our environments, acting as a key representative for customer support.
- Provide exceptional service to ensure maximum availability of our support services, minimizing our response times and providing detailed updates to customers.
- Collaborate with product teams and development teams to analyse and resolve issues, taking ownership of problem cases to improve the customers experience.
- Research, diagnose, troubleshoot, and identify solutions to resolve process issues, ensuring seamless operations and support.
- Take ownership of issues and problems, ensuring timely follow-up and resolution
- Engage directly with development teams, acting as a conduit for effective collaboration and support on behalf our customers
- Attend project planning and requirements sessions, completing project work on time and communicating progress to stakeholders.
- Lead team initiatives and special projects, resolving incidents and maintaining strong stakeholder relationships.
- Demonstrate flexibility and dedication by taking on additional, unplanned projects as required by the business and team to improve our customer support
- Providing exceptional customer service and technical support on tickets received by customers.
- Flexibility to provide standby support on a rotational basis during specified periods.

**Requirements**:

- Proven experience in supporting, maintaining, and providing detailed updates to customers
- Strong problem-solving skills and a passion for continuous improvement.
- Excellent collaboration and communication skills to work effectively with development teams, internal support teams and stakeholders.
- Strong research and troubleshooting skills to identify and resolve system issues for customers.
- Flexibility to provide standby support on a 24/7 basis during specified periods if required.
- Strong organizational skills to manage multiple projects and initiatives simultaneously.
- Willingness to work after hours when necessary to meet project deadlines.
- MSSQL / T-SQL
- Proven experience in the IT Industry using Microsoft and other leading technologies.
- Experience with Windows Server 2016 to 2019, specifically IIS and API’s.
- Experience with PowerShell scripting skills or other scripting languages for automation of manual tasks
- Solid written, verbal communication and presentation skills.
- Passion for self-learning.
- Experience with CI / CD Pipeline Automation in Octopus or Azure
- Experience in Azure Application Insights.
- Experience with Grafana, Prometheus and other monitoring tools.
- Experience with Elastic Stack (Elasticsearch, Kibana, Beats & Logstash).

Why Join Derivco
- Defined contribution pension scheme.
- Lunch allowance card to a value of €200 per month
- A Wellness Amount of up to €45.00 per month to be used for any wellness activities such as gym membership, fitness classes.
- 25 days annual leave, plus bank holidays.
- Connectivity allowance of €60 per month
- Discretionary company bonus (when eligible).
- Employee Assistance Programme (supporting employees on private matters, for example getting access to certified phycologists, and financial and legal advisors).
- Referral bonus

Derivco is an equal opportunities employer. We value people as individuals with diverse opinions, cultures, lifestyles and circumstances and we are committed to equality of opportunity and to providing a productive working environment