Technical Support Engineer (Level 2)

Meet your recruiter Ivanna Kukliak

ivanna.kukliak@intellias...

https://www.linkedin.com...

Vacancy details

ITSM

Support Engineer

Middle

Ukraine

Remote

Apply now

Refer a friend now

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

Please provide detailed Client/Project description:
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 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.
Set up and configure new user accounts and workstations.
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.

What you need for this

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 of server hardware, software, and operating systems.
- 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.
- Excellent communication skills, including fluency in English.
- Basic knowledge and understanding of APIs
- Basic experience with API tools (Postman, Swagger, etc.)
- Able to read logs and analyze metrics
- Knowledge of Monitoring platforms like Grafana, Loki, Prometheus
- Basic knowledge of Kubernetes
- Basic TCP/IP knowledge;
- Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM)
- Able to work in a 24/7/365 shifts

Soft Skills:

- 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

Will be a plus:

- Certifications (e.g., CompTIA, Microsoft Certified Professional).
- Multilingual
- Experience with cloud platforms and services (AWS, Azure, GCP).
- Experience with automation tools and scripts to streamline support processes.
- Knowledge of Kafka
- Basic knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
- Basic knowledge and understanding Virtualization
- Basic knowledge and understanding of application logs (e.g. from Java applications)

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.