Job
Description
As a Technical Support Specialist at Viridien/Sercel group, you will be responsible for delivering high-quality technical support for the Marlin OLMS containerized solution running on SUSE Rancher Kubernetes Engine (RKE2) deployed on-site at client locations. Your role will involve handling incident reports, providing user support, monitoring system alerts, troubleshooting technical issues, and ensuring service quality and compliance. **Key Responsibilities:** - Serve as the first point of contact for users reporting incidents or requesting service. - Log, categorize, and prioritize tickets using the incident management system (e.g., OTRS). - Provide user support for application access, navigation, errors, and general usage queries. - Monitor system alerts and automated notifications, proactively responding to issues. - Investigate and resolve complex or escalated incidents beyond frontline capability. - Maintain accurate ticket records and activity logs. - Participate in incident reviews, problem management, and client meetings as needed. - Work in accordance with client SLAs, ensuring timely resolution and clear communication. **Qualifications Required:** - Degree or Diploma in IT, Computer Science, or related field with 2+ years of relevant experience in IT/application support. - Strong foundational knowledge in Linux operating systems, ideally with experience in SUSE Linux. - Practical experience and understanding of Kubernetes, specifically SUSE RKE2. - Familiarity with virtualization technologies and third-party open-source Kubernetes plugins. - Ability to interpret and utilize system monitoring tools and dashboards. - Excellent communication skills and a proven track record of effective liaising with internal teams and external vendors. - Prior experience in a technical support or systems administration role, preferably within containerized infrastructure environments. At Viridien, we value diversity and are committed to equal employment opportunities for all professionals. Join us to work in a collaborative environment that promotes innovation and individual well-being. As a Technical Support Specialist at Viridien/Sercel group, you will be responsible for delivering high-quality technical support for the Marlin OLMS containerized solution running on SUSE Rancher Kubernetes Engine (RKE2) deployed on-site at client locations. Your role will involve handling incident reports, providing user support, monitoring system alerts, troubleshooting technical issues, and ensuring service quality and compliance. **Key Responsibilities:** - Serve as the first point of contact for users reporting incidents or requesting service. - Log, categorize, and prioritize tickets using the incident management system (e.g., OTRS). - Provide user support for application access, navigation, errors, and general usage queries. - Monitor system alerts and automated notifications, proactively responding to issues. - Investigate and resolve complex or escalated incidents beyond frontline capability. - Maintain accurate ticket records and activity logs. - Participate in incident reviews, problem management, and client meetings as needed. - Work in accordance with client SLAs, ensuring timely resolution and clear communication. **Qualifications Required:** - Degree or Diploma in IT, Computer Science, or related field with 2+ years of relevant experience in IT/application support. - Strong foundational knowledge in Linux operating systems, ideally with experience in SUSE Linux. - Practical experience and understanding of Kubernetes, specifically SUSE RKE2. - Familiarity with virtualization technologies and third-party open-source Kubernetes plugins. - Ability to interpret and utilize system monitoring tools and dashboards. - Excellent communication skills and a proven track record of effective liaising with internal teams and external vendors. - Prior experience in a technical support or systems administration role, preferably within containerized infrastructure environments. At Viridien, we value diversity and are committed to equal employment opportunities for all professionals. Join us to work in a collaborative environment that promotes innovation and individual well-being.
