Middle Customer Support Engineer (L2)

ELEKS' Software Engineering & Development Office is looking for Middle Customer Support Engineer (L2) in our Lviv Office.

OVERVIEW:

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.

MAIN RESPONSIBILITIES:

• 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

MANDATORY REQUIREMENTS:

• 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

PERSONAL CHARACTERISTICS:

• Responsible
• Attentive to details
• Result-oriented
• Initiative and proactive
• Enjoyable helping others grow and learn
• Highly motivated, disciplined, with an ability to manage competing priorities
• Able to work independently and remotely

WHAT WILL YOU GET WITH ELEKS:

• Above average compensation and competitive Social package
• Opportunity to participate in various internal/external events (educational programs, seminars)
• Comfortable office with modern infrastructure
• Flexible working schedule
• 24-day paid vacation, paid sick leave
• Challenging tasks
• Dynamic environment with low level of bureaucracy

ABOUT ELEKS

ELEKS is a global vendor of software solutions and software engineering services. The company established in 1991 and currently has over 1200 employees. We have development centers in Ukraine and Poland and representative offices in the USA and UK. We work with a number of clients from the IT, Financial Services, Media, Entertainment, Local Government, Healthcare, Legal and other sectors.