Ukraine Job Openings
Intellias
Technical Support Engineer (Level2)
October 18, 2024
Yuliia Serednia
- Respond to technical support requests and manage the tickets, 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 analysis 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.
- Help maintain internal documentation, including updating runbooks and knowledge base articles.
- 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.
- 2+years in a technical support or IT support role.
- A degree or commercial experience in Information Technology, Computer Science, or related field.
- Proven commercial experience of at least 1+ year with one or few technologies, like networking, HTML/CSS , APIs, SQL or other.
- Basic knowledge of server hardware, software, and operating systems.
- Understanding of ITIL principles and practices.
- Has a good command of Incident Management.
- 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 Atlassian (Jira, Confluence), Zendesk, Freshdesk, Service Now etc.
- 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 24/7/365 shifts.
- Volunteering or internship experience in IT support or customer service.
- Experience with cloud platforms and services (e.g. AWS, Azure, GCP).
- Understanding of ITIL principles and practices.
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