Technical Support Engineer (L1/L2)

• Respond to technical support requests and manage the service desk, 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 analisys 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 FAQs 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. 

Requirements:

• 2+years in a technical support or IT support role.
• A degree or commercial experience in Information Technology, Computer Science, or related field. 
• Basic knowledge and understanding of Networking.
• Basic knowledge and understanding of Virtualisation
• Basic knowledge and understanding of APIs.
• Understanding of ITIL principles and practices. 
• 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 Jira, Confluence, Zendesk, or others.
• Experience with monitoring tools (e.g. NewRelic, Loki, Prometheus, Grafana, ELK, Splunk, 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. 
• An enthusiastic attitude towards learning new technologies and methodologies. 
• Able to adapt to dynamic environments, keep up with the Client’s requirements.
• Excellent communication skills, including fluency in English. 
• Able to work in 24/7/365 shifts .

Will be a plus:

• Basic knowledge and understanding of application logs (e.g. from Java applications).
• Able to read logs and analyze metrics.