IT SUPPORT L2

Job Description

Provide second-line support for complex technical issues escalated from L1.
Use Jira Service Desk to triage, prioritize, and track IT tickets in line with internal SLAs.
Maintain and improve internal documentation and knowledge base articles to support both users and IT staff.
Diagnose and resolve complex IT issues using your knowledge of internal systems.
Take ownership of incidents, ensure timely resolution, and escalate to L3 or external partners when needed.
Optimize and fine-tune monitoring tools to enhance visibility, reliability, and proactive incident response.
Develop or adapt lightweight scripts (e.g., PowerShell, Python) to automate repetitive support tasks.
Collaborate across teams to troubleshoot and resolve issues, contributing to service improvement initiatives.
Promote a culture of innovation and continuous improvement by staying up to date with industry best practices.

Requirements

Solid understanding of IT systems and standard support practices.
Knowledge of monitoring tools such as Prometheus, Grafana, Sentry, Kibana, Elasticsearch.
Experience with scripting or automation using tools such as PowerShell, Python, or Bash.
Basic knowledge of SQL for querying and analyzing data to support troubleshooting.
Strong analytical and problem-solving skills, with the ability to manage multiple issues simultaneously.
Excellent communication skills, both verbal and written, with a user-centric approach.
Ability to work effectively both independently and as part of a team.
Commitment to delivering high-quality customer service.
Proactive approach to continuous learning and staying abreast of technological advancements.
Familiarity with AWS and the Microsoft 365/Azure ecosystem is a plus.

YOU ARE SOMEONE, WHO'S:

Has over 2 years of experience in a similar role.
Has strong English language proficiency, both written and verbal.
Is organized and detail-oriented, ensuring accuracy and efficiency in all tasks.
Is focused on customer satisfaction and resolving user issues.
Is a quick learner, eager to take on new challenges.
Is a collaborative team player who works well with diverse teams.
Is proactive, self-motivated, and ready to make a significant impact.
Has exceptional communication and organizational skills, thriving in collaborative environments.

What's In It For You

You will accelerate your career by joining the #1 e-commerce grocery company in Baltic countries. 🚀
Additional health insurance
You will enjoy Barbora.lt and partner discounts.
A high degree of collaboration and autonomy, motivated colleagues and access to cutting-edge technologies.
Fully equipped kitchen with coffee, cold drinks, and snacks.
Company events and team-buildings!

Salary for this position ranges from 2000 EUR to 2500 EUR gross and depends on your experience.

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