Technical Support Specialist

Meet your recruiter Nadya Zabransky

nadya.zabransky@intellia...

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

Vacancy details

ITSM

Support Engineer

Middle

Colombia

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

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space.
A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.

What you will do

Responsibilities

Take active part in issue resolution of any complexity, severity or scale;
Set up new ecommerce websites on production environment, ensuring smooth deployment and functionality.
Reconfigure components of ecommerce websites via CMS’s on production environment.
Be reliable, friendly and trustworthy frontline of the support/service desk;
Respond and react to incoming issue requests;
Assist and help users resolving their issues;
Extract and collect issue details from users;
Provide consultations and advices to users;
Report any out-of-scope issues, that cannot be resolved;
Take part in issue escalation and progress tracking;
Gather and report issue occurrence and resolution statistics;
Elaborate ideas on improving and optimizing support activities;
Ensure enterprise systems and business continuity;
Process, analyze incidents and monitor their fixing;
Be ready to take a role of Incident Manager in case of Major Incidents;
Ensure that RCA provided/documented for each critical incident (Postmortem);
Provide communication with external vendor;
Concentrate on providing best value for users;
To be ready for a 24*7 team work, 10h shift

What you need for this

Requirements

2-3 years of experience as a L2 support specialist;
L3 experience as a big plus
Bachelor’s or master’s degree in Computer Science or related fields;
Understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
Good practical knowledge of Unix/Linux
Good TCP/IP knowledge
Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)
Knowledge of CMS’s (e.g. AEM, Magento, etc) will be a plus
Experience with REST API will be a plus
Understanding of CI/CD process and implementation experience;
Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices;
Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
Strong communication skills, soft skills and stress-resistance is a must;
Good English level is required, both spoken and written;
Empathy, psychology and trusted communication building skills are a plus.

What it’s like to work at Intellias

The position has been opened to meet the increasing demand for support in numerous markets worldwide, necessitating the expansion of the support team.

At Intellias, we are committed to being an equal opportunity employer, fostering equity, diversity, and inclusion. We welcome and celebrate the differences of all qualified applicants. Join Intellias for a career where your unique perspectives are not only valued but crucial to our success.

Skills

EnglishB2

Linux

MonitoringTools

SupportSpecialist

TCP/IP

Technical Support Specialist

What project we have for you

What you will do

Responsibilities

What you need for this

Requirements

What it’s like to work at Intellias

Skills

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