SOLEAD Software is a young company established in 2019, bringing together highly experienced IT professionals who understand clients’ needs and solve their challenges. We occupy a unique niche between widespread service providers and staffing agencies, providing our clients with dedicated managed teams of IT professionals.
25 березня 2024

System Support Engineer (вакансія неактивна)


SOLEAD Software is looking for a system support engineer to join our growing team for a long-term project in L1/L2 technical support for information management industry.

The existing software platform consists of multiple data centric applications and services used by hundreds internal and external users. The software implements complex business logic accessible via web and desktop user interfaces. System support department is responsible for resolving user requests according to SLA via a ticketing system. Typical support tasks include: creation/amendment of report templates, data corrections in SQL database, translations of text resources, issue reproducing and analysis, investigation of application logs, changes to application configuration, etc. Communication with end users is performed via ticketing system, email and instant messenger (both voice and typing).

Currently, Solead team consists of five professionals tightly collaborating with remote teams in Europe and USA. We utilize Agile based process with flexible worktime schedule and combined work in our modern office with work at home.

Duties and Responsibilities

  • Execute L1/L2 system support tasks on daily basis via a ticketing system
  • Follow well defined support process established in the company
  • Communicate to end users to understand and resolve their requests
  • Interact with L3 support (development) team for certain support tickets
  • Proactively suggest improvements to the systems and to the process
  • Report to support manager, communicate to the team

Skills and Qualifications

  • Sc. or M.Sc. degree in IT field
  • 2+ years of experience in technical/system/customer support area
  • Strong English communication (B2+) and customer service skills
  • Good issue troubleshooting and problem solving skills
  • Understanding of quality assurance and defect tracking procedures
  • Basic knowledge of .NET programming (C#, WPF, ASP.NET), including code debugging
  • Basic knowledge of SQL programming (T-SQL scripting), including stored procedures
  • Experience with ticketing systems is a plus
  • Experience with Git is a plus

This is a long-term full-time position in Lviv, Ukraine. We combine work in our modern and spacious office with work at home.