Application Support Engineer

Overall Purpose of Role:
Pocket Kings is seeking an Application Support Engineer to work with our growing Application Support team. Our company is the exclusive development, operations and marketing services supplier to one of the world?s largest online poker sites.

The successful candidate will join a team which has responsibility for dealing with both our internal corporate environment in conjunction with supporting our customer?s production game environment. In both cases, the server platform is Windows Server 2003, with some Windows 2008 servers. The successful candidate will have significant experience with both the Windows and Linux, preferably Debian, platforms and will have successfully support them on a number of enterprise grade hardware systems.

The environment is a rich blend of systems and platforms offering significant opportunities for the successful applicant to expand their knowledge of heterogeneous solutions. The successful applicant will be deeply familiar with the day to day operations of these Server platforms, and comfortable with moving between Windows and Linux environments whilst diagnosing issues. We have made some use of virtualization and as such, experience in this technology is an advantage. Similarly, networking experience with Cisco or Juniper systems, whilst not an absolute requirement is a distinct advantage.

The production and development game environments we support use proprietary software developed in house. It operates in a highly competitive, rapidly growing 24x7x365 market which results in significant demands being placed on the team. Adaptability and the ability to think on one?s feet are absolute requirements along with an ability to evaluate and respond to highly technical and complex problems. The candidate will be a technology enthusiast, with a particular interest in troubleshooting diagnosing and resolving complex problems in a highly available, large scale environment.

Job Purpose:
?    To assist in the daily support of maintaining game servers in our QA and production environments.
?    To monitor and troubleshoot any issues/bugs raised

This includes:
?    Researching and resolving all technical issues
?    To undertake the enhancement of IT related systems as required
?    The monitoring and upkeep of all Local area and Wide area communications links
?    To ensure all IT related business continuity procedures and practices are kept up to date and regularly tested
?    Monitoring, managing, and supporting 24X7 Internet services
?    Suggesting potential improvements to the technical infrastructure relative to security, business continuity, service delivery, etc.
?    Participating in disaster recovery
?    All other projects and tasks as assigned

Responsibilities/Accountabilities:
?    To take 2nd and level calls that is in the helpdesk.
?    To provide third level support and assistance to team members.
?    Prioritise daily/weekly/monthly work in accordance with small projects and daily support required by the business
?    To implement and maintain documentation of troubleshooting techniques
?    To perform ad-hoc support functions as required
?    To participate in a shift rota operating between 8.00am and 8.00pm.

Skills/Experience Required:
?    3 Years experience in similar role in software development company
?    Experience maintaining more than 3 of:
o    Windows server 2003
o    Windows server 2008
o    Windows SQL 2005
o    Linux Systems, preferably Debian
o    IIS
o    Altiris
o    Cisco L2 and L3 equipment
o    Citrix Netscalers, Big IP F5 or other enterprise load balancer
o    VB Scripting, VB.Net, asp.Net
?    To be able to logically troubleshoot and solve IT related problems whilst making the best effort to ensure that the business related functions affected by the problems are able to continue
?    To be able to demonstrate a keen sense of customer awareness, both to internal and external clients.
?    To be able to project manage a variety of tasks when required from the planning stage through to implementation
?    To be able to communicate with staff at all levels
?    The ability to work both independently and as part of a team
?    The flexibility to work out of hours during mornings, evenings and weekends when required, as well as participate in out of hours on call schedule