Technical Support Engineer(Level2) in Intellias

Пряме повідомлення учасника, який розмістив вакансію, з Intellias Hanna Fetova Hanna Fetova IT Recruiter – 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!Project Overview: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.Requirements: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 Mandatory knowledge and understanding VirtualizationBasic knowledge and understanding of APIsBasic knowledge and understanding of application logs (e.g. from Java applications)Able to read logs and analyze metricsResponsibilities: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 KafkaKnowledge of java application (development)Knowledge of KubernetesKnowledge of Monitoring platforms like Grafana, Loki, PrometheusWhy this position:At Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you. Show more Show less Посадовий рівень Старший середній рівень Тип зайнятості Повний робочий день Посадові обов’язки Інформаційні технології Галузі ІТ-послуги та ІТ Консалтинг