Technical Support Engineer L1/L2

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space.

A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.

Requirements:

2-3 years of experience as a L2/L3 support specialist

Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.

Experience with MS Azure, AWS or Google Cloud will be a plus

Good understanding of SQL

Strong experience with REST API

Good understanding of HTTP Technologies

Good TCP/IP knowledge

Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)

Understanding of CI/CD process and implementation experience

Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices

Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc.

Experience with CMS

Good English level is required, both spoken and written

Empathy, psychology and trusted communication building skills are a plus.

Responsibilities:

Take active part in issue resolution of any complexity, severity or scale

Set up new ecommerce websites on production environment, ensuring smooth deployment and functionality

Reconfigure components of ecommerce websites via CMS's on production environment

Be reliable, friendly and trustworthy frontline of the support/service desk

Respond and react to incoming issue requests

Assist and help users resolving their issues

Extract and collect issue details from users

Provide consultations and advices to users

Report any out-of-scope issues, that cannot be resolved

Take part in issue escalation and progress tracking

Gather and report issue occurrence and resolution statistics

Elaborate ideas on improving and optimizing support activities

Ensure enterprise systems and business continuity

Process, analyze incidents and monitor their fixing

Be ready to take a role of Incident Manager in case of Major Incidents

Ensure that RCA provided/documented for each critical incident (Postmortem)

Provide communication with external vendor

Concentrate on providing best value for users

To be ready for a 24*7 team work, 10h shift