Senior Support engineer (L2)

What project we have for you

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.

What you will do

• 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.

What you need for this

• 2-3 years of experience as a L2/L3 support specialist;
• Bachelor’s or master’s degree in Computer Science or related fields;
• 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;
• Hands-on experience in application or web application support;
• 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;
• Strong communication skills, soft skills and stress-resistance is a must;
• Good English level is required, both spoken and written;
• Empathy, psychology and trusted communication building skills are a plus;
• The role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position.

Skills

• HTTP
• RESTAPI
• SQL