IT Support Analyst

Interested in Events and Sports? Eager to make people come into stadiums, arenas and open-air events? Then, Platinium Group is the place to be

PG is always looking for smart engaged people, who think different and want to change the world We hire a multitude of profiles and personalities in the numerous fields we operate in, and truly value the importance of team work. Dynamism and creativity fuel our growth and passion.

Our cutting-edge solutions provide ticketing, CRM, logistics and digital marketing services to many Event Organizers around the world.

Our IT team is focused on providing the best quality of technology and service by delivering rich, fast and delightful user experience. We are always looking for a better way to improve the products from a technical perspective and to adapt it to the new business.

**Job overview**

To strengthen our Engineering team, we are seeking an IT Support Analyst with 3-5 years of experience in a Level 2 IT Help Centre.

You'll be joining an international and motivated team within a highly dynamic company that offers a unique and enjoyable work environment.

**Responsibilities**

As a member of the IT Support team, you play an active role in ensuring the quality of our solutions and supporting users in their effective utilization.

Your missions are the following:
**User Assistance**:

- Be the first point of contact for PG internal users
- Ensure that all issues are accurately documented in the tracking system and that all processes are strictly adhered to
- Assist users by addressing their questions and concerns, sharing knowledge, exploring alternative solutions, investigating potential bugs, and supporting them with new feature requests
- Conduct initial diagnosis and troubleshooting of issues based on priority, and collaborate with Team Leads to effectively assign tickets to developers
- Provide prompt and accurate feedback to users
- Test and discuss alternative pathways whenever possible
- Track issues through to resolution within the agreed timeframes
- Document the wiki on both functional and technical issues
- Provide training support when necessary

**Others missions**
- Support the team in quality assurance by conducting checkpoints, performing regression testing, and identifying areas for improvement
- Assist testers with testing tasks according to requirements and priorities
- Help users with configuration and setup
- In the event of a High-Level Incident, follow the appropriate processes, including communicating with key stakeholders and assisting the investigation team within your capabilities
- Occasionally work on gathering requirements for new features and improvements

**Requirements**:

- Excellent problem-solving and communication skills
- Strong Analytical mind
- Proficiency in analysing logs, usage data, and performance metrics to detect patterns or recurring issues
- Ability to provide step-by-step functional and technical help, both written and verbal
- Functional Know-how in Ticketing or E: commerce appreciated
- Basic understanding of the Web technologies such as HTML, CSS
- Knowledge of database and SQL language is appreciated
- Knowledge of APIs, including ability to test and debug using tools like Postman is recommended
- Knowledge of web browsers and mobile devices
- Fluency in English and another language is a plus
- Self-directed, eager to learn with a desire to work in a fast-paced start-up environment

**Job Type**: Permanent

Work Location: Hybrid remote in 98000 Monaco

Expected Start Date: 14/10/2024