Technical Agent (L2) - 06:00 to 14:00hrs

Win Systems is a leading technology company in the gaming and entertainment sector, with over 27 years of experience. Headquartered in Barcelona, the company has a strong international presence with offices in Mexico, Peru, Argentina, Miami, and Slovenia.

Win Systems specializes in providing comprehensive solutions for casinos and lotteries, including casino management systems, electronic slot machines, and roulette systems. Its flagship products include WIGOS™, a powerful Casino Management System used in over 600 establishments worldwide, offering real-time control, reporting, player loyalty programs, and integration with both slot machines and live tables.

The company serves clients across Europe, the United States, and Latin America, helping casinos enhance operational efficiency, improve player engagement, and deliver high-quality gaming experiences. 

This role is responsible for providing a service to our clients to ensure that our software ERP WIGOS™ remains operational through proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution.

The role is responsible for providing a service to clients to ensure that our systems remain operational, which requires to:

Handle escalated customer issues that Level 1 agents couldn't resolve.

Provide in-depth troubleshooting and solutions for complex problems.

Offer technical assistance for products or services, addressing more advanced user concerns.

Collaborate with the technical or development teams to resolve intricate technical issues.

Develop a deep understanding of the company's products or services.

Stay updated on new features, updates, and changes to provide accurate information.

Contribute to knowledge base articles for common issues and solutions.

Share insights and information with Level 1 agents to enhance overall team knowledge.

Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.

Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.

Educate customers on how to use products or services effectively.

Provide guidance on best practices to optimize customer experience.

Assist in training new agents, sharing expertise, and providing mentorship.

Support ongoing professional development within the team.

Generate reports on common issues, resolutions, and customer feedback for management review.

Contribute to regular performance reports for the customer care department.

Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively.

With low frequency, it will be required to act as a Level 1 Agent.

Required knowledge:

3 years of experience in Windows Server (2008/2008 R2 / 2012/2012 R2 / 2016)

Experience in IT security and Networking

Experience in systems monitoring and incident management

Knowledge and experience in troubleshooting Active Directory, DNS, DHCP, Firewall, etc.

Experience with SQL Server Databases.

Development of scripts, preferably in PowerShell (nice to have)

Knowledge of hardware for servers (Nice to have) 

Languages:

High-level English and Spanish. Spoken and written.

What we offer

Hybrid working model

Ticket Restaurant (1.980€/year)

Flexible remuneration (Childcare ticket, transportation ticket, etc)

Beverages and fruits in the office

Padel court, games room, and gym are in the offices.

Important: This position requires a high level of English. Schedule from 06:00 to 14:00hrs and weekend shifts 2 times per month (Remotely).