Middle Customer Support Engineer (L2) (вакансія неактивна)

5+ years of relevant experience
Understand computing concepts, hardware and terminology
Operating system administration (Windows Desktop/Server, Linux)
Cloud and virtualization (Google Cloud or other)
Database administration (Firebase, MySQL or other)
Hardware and Software monitoring systems(Zabbix or similar)
Scheduled/cron jobs management
Understand data exchange formats including JSON
Network fault finding and diagnostics, firewall management
Script programming (bash or other)
Active Directory administration (or other LDAP)
Logging and log analysis tools
Technical university degree (preferred)
At least Upper-Intermediate English Level

Dealing with registered and escalated tickets
Gather all required information from a customer to start issue investigation
Investigate and reproduce customer issues
Work with infrastructure and development teams to diagnose/resolve platform issues and carry out maintenance
Prepare steps/solution how to fix the issue
Promptly resolve customer service issues to the satisfaction of all
Proactively monitor various IT systems
Document all resolutions through the support desk system, produce and maintain the documentation on IT processes
Provide daily maintenance: backup and restore, new version deployment and rollback, periodic system cleanup, OS and components upgrade, security patching etc
Take ownership to resolve customer requests in accordance with SLAs and incident management protocols

Middle Customer Support Engineer Layer 2 (L2) is a technician who provide high level technical support for critical customer services. Our client is a big international parcel delivery service. The ideal candidate will be well versed in cloud technologies and possess good level troubleshooting capability to drive service and chronic related issues toward a quick but quality resolution. You’ll be part of an incredible team, supporting a wide variety of customer services and having a positive impact on a business.