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2nd Level Support Engineer (Software Development)

NFT Consult
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

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Job Summary

A leading gaming company and has an immediate position of a 2nd Level Support Engineer in Kenya to support 2nd level servicing in Ghana/Kenya operations
Requirements :
The ideal candidate is a mid-level support engineer with 3-5years’ experience and with the following technical skills:
  • Good level of SQL capabilities.
  • Ability to analyze PHP code and possibly fix issues.
  • Good understanding of WEB technologies and HTTP protocols.
  • Communication skills.

Responsibilities

Handle escalated support queries from 1st level support including; 
  1. Analyze escalated customer support issues and provide workarounds and resolutions
  2. Database analysis for searching information related to issues escalated by 1st level support
  3. Train customer support to minimize escalated issues and provide better prompt customer service.  
  4. Raise product issues from the field to development/product that are required to provide better support.
  5. Issue on demand SQL reports not supported by the admin.
  6. Request platform features to make the operations work  more efficiently
  7. Code analysis for identifying issues.

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 3 years
Required languages: English (Spoken: fluent | Written: fluent)
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