Technical Support Specialist

Vacancy details
ITSM
Support Engineer
Middle
Bulgaria, 
Croatia, 
Poland
Remote

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

  • 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

  • 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

At Intellias, where technology takes center stage, people always come before processes. We’re dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.

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

SupportSpecialist

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