Welcome to Platinium Group! One of the fastest growing companies in the ticketing industry. We offer world-class solutions to B2B clients and outstanding sport experiences to consumers all over the world for events in Formula One, MotoGP, Football, Tennis, and Motocross.
We operate out of offices in Monaco, Barcelona, Milan and Paris, and our mission is to help our clients succeed by maximizing the results of each event and provide the best product experience for consumers.
Our cutting-edge solutions provide ticketing, CRM, logistics and digital marketing services to many Event Organizers around the world. We also focus on providing first-class experiences to sport fans through our own Brands – Gootickets.com & Gpexperiences.com
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
Other 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
- Continuously monitor system health, server performance, and application stability to proactively detect and address potential issues before they affect users
Required Skills & Experience:
- 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