Technical Support Engineer L1/L2

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias's esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

Requirements:

• 2+years in a technical support or IT support role
• Proven commercial experience of at least 1+ year with API technologies
• Experience with API management tools: Postman, Insomnia, Swagger etc
• 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, ServiceNow 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

Good to Have:

• Volunteering or internship experience in IT support or customer service.
• Experience with cloud platforms and services (e.g. AWS, Azure, GCP)
• Practical understanding of ITIL principles and practices.

Responsibilities:

• Respond to technical support requests and manage the tickets, ensuring timely response and resolution of issues.
• Analyzing errors and identifying root causes to resolve issues efficiently.
• Handling complex support requests and providing clear, well-documented solutions.
• Maintaining active communication with customers and stakeholders during incidents and service requests.
• Applying solutions or workarounds to restore services quickly.
• Participating in regular queue reviews to manage ticket statuses and escalations.
• Acting as a single point of contact for open tickets and ensuring smooth handovers between teams.
• Creating and maintaining up-to-date knowledge base entries and documentation.
• Supporting knowledge sharing across teams to promote consistency and continuous improvement.
• Collaborating with L3, and development teams to resolve complex problems and drive root cause solutions.
• Monitoring environments using dashboards, responding to alerts, and taking proactive measures.
• Documenting system configurations and alerts accurately.