Technical Support Engineer (Level1)

What project we have for you

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.

What you will do

• Response to support incidents via defined communication channel
• Investigation of real-time incidents
• Be reliable, friendly and trustworthy frontline of the support/service desk;
• Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problem;
• Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
• 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;

Desirable:

• Experience with VMware vSphere family
• Experience in MS Hyper-V product/solution
• Experience in AWS virtualization
• S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• VCP certification
• Cloud Computing experience
• Computer Science degree
• Linux or UNIX familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP/IP networking on Linux or UNIX systems
• Understanding of storage sub systems.

What you need for this

• 3+years in a technical support or IT support role
• 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 and German
• 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

• Experience of at least 1+ year with API technologies
• Experience with API management tools: Postman, Insomnia, Swagger etc
• NewRelic monitoring experience
• 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.

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.

We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.

We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

Skills

• API
• English B2
• German C1
• Support Specialist