Senior Support engineer (L2)

Intellias

6 - 11 years

5 - 8 Lacs

pune

Posted:3 weeks ago| Platform:

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Skills Required

grafana google cloud sql http technologies ci/cd l2/l3 support elk newrelic prometheus office 365 web application support ms azure service desk activities sharepoint splunk

Work Mode

Remote

Job Type

Full Time

Job Description

Requirements:

5+ years of experience as a L2/L3 support specialist;
Bachelors or master’s degree in Computer Science or related fields;
Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
Experience with MS Azure, AWS or Google Cloud will be a plus
Hands-on experience in application or web application support
Good understanding of SQL
Strong experience with REST API
Good understanding of HTTP Technologies
Good TCP/IP knowledge
Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)
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.
Basic knowledge and understanding of Virtualisation
Ability to read logs and analyze metrics
The role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position.

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

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