Pragmatic Play Romania

IT Support

• Provide L2 technical support to global employees, with a focus on European & Indian users.
• Troubleshoot and resolve complex issues related to M365 Suite (Outlook, Teams, OneDrive, SharePoint, etc.).
• Troubleshoot issues on Operating Systems: Windows 10/11, macOS, and Linux.
• Support Microsoft Intune and Microsoft Defender related issues.
• Handle remote troubleshooting via tools such as TeamViewer.
• Administer and troubleshoot Active Directory (AD) and Entra ID.
• Administer and troubleshoot meeting room hardware, AV equipment, and printers.
• Ensure timely resolution within SLA/SLO and escalate appropriately where needed.
• Monitor system alerts, take proactive actions, and ensure timely resolutions.
• Perform daily shift handovers, including detailed ticket/project notes.
• Generate shift reports, perform ticket analytics, and identify patterns for continual improvement.
• Collaborate with cross-functional teams for escalations and documentation.
• Maintain high-quality interpersonal communication and demonstrate a neutral, fluent English accent in all end-user interactions.

Level 2 Helpdesk Engineer

SDET

• Write and maintain both UI and backend automation tests using Selenium WebDriver, Rest Assured, Postman, TestNG, and Cucumber
• Define automation strategy (functional/non-functional) and design scalable, reusable, extensible automation framework using Java and OOP principles
• Write automated API/WebSocket tests and create data-driven tests and automate API validation across environments
• Ensure robust API coverage including edge cases and negative scenarios and maintain test cases for functional, regression, integration, and performance testing
• Troubleshoot and reproduce production issues and collaborate with developers, product managers, and operations to ensure alignment on quality goals
• Integrate automated tests into CI/CD pipelines and ensure tests run as part of build/deployment processes
• Perform performance testing using JMeter/locust and use code coverage tools (Jococo/coburtura)
• Mentor and review code of SDET I and II and lead cross-functional communication between engineering, product, and QA teams

Level 2 Helpdesk Engineer

SDET III