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ITSM
Support Engineer
Middle
Ukraine
Remote
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Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!
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
- Respond to technical support requests and manage the tickets, ensuring timely response and resolution of issues.
- Basic log analysis and troubleshooting through Database
- Conduct advanced troubleshooting of server and network infrastructure issues.
- Conduct thorough investigations and analysis of recurring technical problems.
- Pushing matters through to resolution in a support context
- Mentor junior team members and share knowledge to enhance team performance.
- Suggest improvements to reduce future support tickets.
- Communicate effectively with users to understand and address their needs.
- Analyze and troubleshoot common customer issues.
- Escalate complex problems to higher-level support teams.
- Help maintain internal documentation, including updating runbooks and knowledge base articles.
- Learn and apply new IT skills under the guidance of senior staff and shadow senior team members to gain hands-on experience.
- Engage in continuous training and development activities. Participate in internal training sessions to enhance technical knowledge.
What you need for this
- 5+years in a technical support or IT support role
- A degree or commercial experience in Information Technology, Computer Science, or related field.
- NoSQL Databases: Experience working with DynamoDB.
- API Gateway: Proficient in configuring collections and testing APIs via Postman.
- Apache Kafka: Solid knowledge of Kafka principles;
- Log Collection and Monitoring Tools: Hands-on experience with Grafana, Instana, Kubernetes Dashboard, and AWS CloudWatch for log aggregation and monitoring.
- HTML & CMS: Understanding of HTML and CMS platforms, with the ability to debug at the UI level.
- GitLab: Familiarity with CI/CD pipeline concepts and GitLab workflows.
- Data Formats: Practical experience working with JSON and YAML syntax.
- 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.
- An enthusiastic attitude towards learning new technologies and methodologies
- Able to adapt to dynamic environments, keep up with the Client’s requirements
- Able to work 24/7/365 shifts
Good to have:
- Keycloak: Strong understanding of Keycloak’s functionality and configuration.
- Experience working with AWS DocumentDB.
- Experience using AKHQ for log analysis.
- Experience in the retail area.
- Experience with cloud platforms and services (e.g. AWS, Azure, GCP)
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.
