Technical Support Engineer in Intellias

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias’s esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

What you will do

Responsibilities:

• Respond to technical support requests and manage the service desk, ensuring timely response and resolution of issues.
• Basic log analysis and troubleshooting through Database
• Conduct advanced troubleshooting of server and network infrastructure issues.
• Conduct thorough investigations and analisys of recurring technical problems.
• Pushing matters through to resolution in a support context
• Mentor junior team members and share knowledge to enhance team performance.
• Suggest improvements to reduce future support tickets.
• Communicate effectively with users to understand and address their needs.
• Analyze and troubleshoot common customer issues.
• Escalate complex problems to higher-level support teams.
• Set up and configure new user accounts and workstations.
• Help maintain internal documentation, including updating FAQs and knowledge base articles.
• Maintain IT inventory and assist with asset management.
• Learn and apply new IT skills under the guidance of senior staff and shadow senior team members to gain hands-on experience.
• Engage in continuous training and development activities. Participate in internal training sessions to enhance technical knowledge.

Good to Have:

• Volunteering or internship experience in IT support or customer service.
• Certifications (e.g., CompTIA, Microsoft Certified Professional).
• Experience in a specialized area of IT, such as networking or security.
• Multilingual
• Experience with cloud platforms and services (AWS, Azure, GCP).
• Understanding of ITIL principles and practices.
• Experience with cloud services and migrations.
• Experience with automation tools and scripts to streamline support processes.
• Knowledge of Kafka
• Knowledge of java application (development)
• Knowledge of Kubernetes
• Knowledge of Monitoring platforms like Grafana, Loki, Prometheus

What you need for this

Required skills:

• 2+years in a technical support or IT support role
• A degree or commercial experience in Information Technology, Computer Science, or related field.
• Basic knowledge of server hardware, software, and operating systems.
• Understanding of ITIL principles and practices.
• Proven experience in troubleshooting and problem resolution.
• Ability to analyze complex technical issues
• Experience with IT support flows and escalation processes
• Experience with help desk software like Jira, Confluence, Zendesk, or others.
• Ability to work independently and manage multiple tasks.
• Good analytical and problem-solving skills.
• Good time management and prioritization skills.
• Strong communication and customer service skills.
• Eagerness to help and provide service to users.
• Stress-resilient, capable of handling customer queries calmly.
• Excellent communication skills, including fluency in English.
• An enthusiastic attitude towards learning new technologies and methodologies
• Able to adapt to dynamic environments, keep up with the Client’s requirements
• Able to work in a 24/7/365 shifts
• Basic knowledge and understanding Virtualization
• Basic knowledge and understanding of APIs
• Basic knowledge and understanding of application logs (e.g. from Java applications)
• Able to read logs and analyze metrics

What it’s like to work at Intellias

At Intellias, we are committed to being an equal opportunity employer, fostering equity, diversity, and inclusion. We welcome and celebrate the differences of all qualified applicants. Join Intellias for a career where your unique perspectives are not only valued but crucial to our success.