Technical Operations (TOC) Engineer

About Allwyn Hellas

OPAP is now Allwyn, entering a new era of transformation powered by digitalization, innovation and unique experiences for retail and online customers.

Allwyn is a multi-national gaming entertainment company, lottery-led, with leading market positions and trusted brands across Europe and North America. Our purpose is to make play better for all by focusing on innovation, technology, player safety and returning more to good causes across a growing casual gaming entertainment portfolio.

This new era brings more for our people. Whatever your role, you’ll feel part of something bigger and empowered to make an impact, with opportunities to accelerate your ambitions, develop your talent and thrive alongside colleagues around the world.

Allwyn has been recognized as a Top Employer in Greece for four consecutive years (2023–2026), reflecting our commitment to creating a workplace that truly stands out and focuses on our people.

A Winning Career Awaits.

So what’s the challenge…

The Technical Operations Center (TOC) Engineer acts as a single point of contact for the assessment, prioritization, escalation and resolution of incidents related to corporate and gaming/betting infrastructure.

Your day to day will include:

• Monitoring the daily performance and functionality of Corporate and Gaming/Betting infrastructure and responding to service failures by implementing the prescribed resolution steps
• Maintaining monitoring tools, proposing improvements to optimize system functionality, supervising relevant contractors, and ensuring control over their performance to uphold service standards
• Addressing tickets submitted by Allwyn's corporate operations related to technical issues with hardware devices and platforms, and managing prioritization, evaluation and resolution in accordance with stablished processes and procedures
• Handling technical issues reported via the Allwyn Services Portal, collaborating with Allwyn Technology vendors to resolve problems concerning gaming and betting application as well as communication circuits
• Escalating incidents and problems as necessary, supporting investigations to minimize incident duration, tracking resolution progress, and providing updates and clarifications to end users regarding the procedure followed
• Maintaining comprehensive documentation and incident reports, detailing the nature of problems and steps taken to resolve them in order to inform improved strategies for preventing future incidents
• Executing User Access Management processes, including overseeing access provisioning and deprovisioning, and gathering relevant data as evidence to support responses to audit inquiries
• Becoming proficient with basic Linux commands and assisting in the review and enhancement of automation scripts to improve operational efficiency

What you need to succeed:

• BSc in Computer Science, Information Technology, or a related field
• 2+ years of experience in customer support, preferably in a technical or Network/Technology Operations Center environment
• Help desk exposure in the provision within a corporate environment
• Knowledge of the practices, processes and general standards of the end-user technical support
• Familiarity with ticketing systems and/or monitoring tools
• Ability to comprehend and retain technical information and to clearly translate technical issues in simple non-technical terms
• Strong customer service culture
• Effective communication and team player
• Excellent organizational and prioritization skills
• Achievement orientation
• Availability to work on shifts 24/7/52

What’s in it for you?

🚀 An award-winning working environment

💸 Competitive salary package and bonus scheme

🩺 Health insurance coverage, Pension Plan and Annual Health Checkup

💻 Hybrid working model

🏢 State of the art facilities including gym & restaurant

🎓 Continuous learning powered by Allwyn Academy

💼 Internal career opportunities

👪 Family Support incl. daycare voucher and assisted reproduction voucher

🌱 Volunteering program, including 2 extra days off to give back

💪 Well-Being Program incl. sports teams, nutritionist & psychologist services, Employee Assistance line and more

🗓️ Allwyn Day - one extra day off

🍴 Monthly food allowance

🚌 Shuttle service for easy commute to our offices

🛍️ Exclusive employee discounts across a range of partners ️

Allwyn is an equal opportunity employer, welcoming talented individuals from all backgrounds.

Does this opportunity sound exciting to you? If yes, we would love to hear from you!