Technical Support Engineer (Level2)

• 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. 
• Maintain IT inventory and assist with asset management. 
• 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. 

Good to Have: 

• Volunteering or internship experience in IT support or customer service. 
• Certifications (e.g., CompTIA, Microsoft Certified Professional). 
• Experience in a specialized area of IT, such as networking or security. 
• Multilingual 
• Experience with cloud platforms and services (AWS, Azure, GCP). 
• Understanding of ITIL principles and practices. 
• Experience with cloud services and migrations. 
• Experience with automation tools and scripts to streamline support processes. 
• Knowledge of Kafka
• Knowledge of java application (development)
• Knowledge of Kubernetes
• Knowledge of Monitoring platforms like Grafana, Loki, Prometheus

• 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. 
• 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. 
• 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 in a 24/7/365 shifts 
• Mandatory knowledge and understanding Virtualization
• Basic knowledge and understanding of APIs
• Basic knowledge and understanding of application logs (e.g. from Java applications)
• Able to read logs and analyze metrics