Business Application Support Engineer (L1 / L1+) in UNIVERSALNA, Strahova kompaniya

UNIVERSALNA Insurance Company — a company of the Fairfax global financial group (Canada, Toronto) is inviting a Business Application Support Engineer (L1 / L1+)

Search region: Ukraine

Work format: office / hybrid / remote

 What you will do:

• Process user requests (Jira Service Desk / Teams / email)
• Conduct initial diagnostics of incidents
• Solve typical incidents independently (according to instructions and knowledge base)
• Escalate complex cases to the 2nd line with a complete description of the problem
• Control SLA and task statuses
• Analyze basic logs and monitoring results (according to instructions)
• Interact with business users and IT teams
• Document solutions and replenish the database knowledge

 What is important for us:

• Experience in technical support (L1 or L1+) from 1 year
• Understanding client-server architecture
• Basic understanding of API (REST). Ability to test an API request and understand whether the problem is on the client or server side.
• Basic SQL skills (at the SELECT level)
• Experience with ticketing systems (Jira, Service Desk or similar)
• Ability to clearly describe the problem and capture the solution
• Communicate calmly with users in stressful situations

Will a plus:

• Experience with Jira / Confluence
• Experience with 1C or other ERP systems
• Experience with monitoring systems (Grafana, Zabbix, etc.)
• Understanding the subject area of insurance

What is not included in the area of responsibility:

• Development and correction of code
• Valuable root-cause analysis
• Architectural solutions

What you will get:

• A clearly defined role without “catch everything that burns”
• Working with business-critical systems
• A clear escalation process and L2 support
• The possibility of growth to L2 (if desired and results)

About the team:

• Number of systems: up to 10
• Number of requests per day: up to 50
• Size of the support team: 3 engineers

We offer:

• Flexible work format and transparent processes.
• Competitive compensation and social package.
• Free health insurance for employees and discounted health insurance for relatives (after successful completion of the trial period, 3 months)
• Permanent access to the online platform free individual consultations with professional psychologists.
• Support of any initiatives aimed at solving the set tasks

Joinjoin the UNIVERSALNA!