One of the largest companies in the world (in its domain) is open to extending the project team with a Technical Support Analyst. He will provide second-level customer support with queries related to web-based client-facing and internal applications. The position also requires system administration and maintenance for the Data Center.
Required skills:
— 4 years of work experience providing 2nd and 3rd level technical and application support on internet-based enterprise software applications, APIs; — experience in ticketing software; — experience with database Management System: Microsoft SQL Server 2008+; — understanding of XML, JSON, CSV, EDI, XLSX; — experience with SQL queries, MongoDB, CosmosDB; — scripting /automation using batch scripts, PowerShell; — experience analyzing application and server logs — at least upper-intermediate English level.
Will be a plus:
— experience in application support, working with application performance monitoring tools (i.e. Dynatrace, New Relic, Datadog); — Kubernetes’ knowledge; — experience with using ITSM tools such as JIRA, ServiceNow would be an asset; — professional Certifications such as ITIL, Microsoft Azure Administration, Microsoft Azure DevOps; — experience with using ITSM tools such as JIRA, ServiceNow.
Responsibilities:
— resolve incidents and service requests following standard operating procedures. If needed, escalate issues to the appropriate specialists (Third or Expert Levels); — maintenance could include applying OS patches, database patches, and certificates; — install and configure new applications and deploy releases and enhancements to production systems and pre-production systems after hours; — monitor, maintain and troubleshoot production computer systems, internet-based applications, and processes; — perform root cause analysis and define actions to eliminate incident recurrences; — develop and maintain Standard Operating Procedures (SOPs) and Knowledge Base, script to automate processes and generate reports; — technical issues investigation, fix, or escalation; — coordination between the operation and the engineering teams.
What do we offer:
• Working schedule from 4 pm to 01.00 am (UTC+3);
• Paid vacations and sick leaves; • Partial compensation for any sports activity; • Medical insurance; • Challenging, and fast-growing product; • Opportunities to speak with clients and the development team only in English and free English classes; • As a part of the team, you will be responsible for the production environments of the squad products that are used by thousands of customers worldwide.
