IT Support Engineer

As a Specialist in the IT support team with 4+ years of relevant experience, you will play a crucial role in enhancing technology operations to provide more sophisticated support to internal users. Your primary responsibility will be to monitor, react to, and investigate incidents raised by business partners or system-generated alerts. Utilizing the incident management process, you will create, track, and document all communications related to incident investigation, status, and resolution. Additionally, you will monitor and analyze application performance logs and infrastructure metrics while contributing to continual process improvement based on observed platform performance. Collaborating with systems support and operational intelligence teams, you will establish system performance thresholds to ensure maximum availability. Working closely with senior management, support team members, and development teams when necessary, you will resolve issues and engage in knowledge transfer sessions for new products and technologies. Your role will also involve resolving authentication and authorization workflow issues, aligning to support processes, and participating in training on new support processes and technologies. A Bachelor's Degree in Computer Sciences or a related technical discipline is required, along with mid-seniority experience supporting web applications and systems. Proficiency in Java-based applications, ITIL certified software, and experience with APM tools such as DynaTrace, AppDynamics, and DB monitoring tools is essential. Knowledge of Kubernetes for cloud-based applications is advantageous. Ideal candidates should possess excellent English communication skills, a strong customer service orientation, and the ability to perform root cause analysis and escalate issues effectively. Certifications in AWS, Azure, and ITIL are desirable, along with experience in technologies like Linux, Apache, JBOSS, J2EE, JavaScript, ELK, and MSSQL. Familiarity with REST API web services, Bash/Perl scripting, and DevOps knowledge supporting web-based applications will be beneficial. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.,