2Nd Level Support Engineer

Job Summary

Our client a leading gaming company looking for a 2nd Level Support Engineer in Kenya to support 2nd level servicing in Ghana/Kenya Operations.

Minimum Qualification:Bachelor
Experience Level:Mid level
Experience Length:5 years
Job Description

Role Summary:
Our client 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.

Responsibilities:

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