Technical Support Engineer

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We are looking for a 2nd line Technical Support Engineer to provide enterprise level of technical support to our customer and users via email, chat and other support channels as required. As Technical Support Engineer, your typical working hours will be around 40 hours a week, but the days and times might vary (to make sure the helpdesk is open for business 24/7).

Responsibilities:

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Education: BS degree in Information Technology, Computer Science or equivalent

Requirements:

  • 1-2 years previous experience in a technical support role
  • Ability to systematically assess and accurately diagnose software-related problems
  • Ability to work efficiently on multiple active support cases, effectively “switch gears” and manage multiple time-critical tasks
  • Knowledge of Unix/Linux systems, utilities and scripting
  • Hands-on experience on one of the following core technologies including:
    – Operation systems: Linux (Ubuntu, CentOS), Windows Server
    – Application servers like Tomcat, JBoss, Websphere, Weblogic and others
    – Databases: MySQL, PostgreSQL, Cassandra (is a plus), Kafka (is a plus)
    – Clouds: Amazon AWS
    – Monitoring tools: ELK, Zabbix, AWS CloudWatch
  • Ability to manage customer expectations
  • Excellent writing skills. Most of your work will be written (email, documentation, etc.)

Feel free to contact any of our recruiters, they will provide you with all information you might be interested in.

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or email us: job@perfectial.com