Lviv, UA

Junior Customer Support Engineer (L2)

ELEKS is looking for Junior Customer Support Engineer (L2) in our Lviv Office.

JOB SUMMARY:

As our Junior Customer Support Office Layer 2 technician, you will provide higher level technical support for customers. The ideal candidate will be well versed in Microsoft, Atlassian (Jira\Confluence) and/or OpenSource technologies and possess good level troubleshooting capability to drive service and chronic related issues toward a quick but quality resolution. You’ll be part of an incredible team, supporting a wide variety of customer services and having a positive impact on a business.

MAIN RESPONSIBILITIES:

  • Dealing with registered and escalated tickets
  • Gather all required information from a customer to start issue investigation
  • Investigate and reproduce customer issues
  • Work with infrastructure and development teams to diagnose platform issues and carry out maintenance
  • Propose steps/solution how to fix the issue
  • Promptly resolve customer service issues to the satisfaction of all
  • Monitor various IT systems
  • Document all resolutions through the support desk system, produce and maintain the documentation on IT processes
  • Provide daily maintenance: backup and restore, new version deployment and roll back, periodic system cleanup, OS and components upgrade, security patching etc.
  • Take ownership to resolve customer requests in accordance with SLAs and incident management protocols

MANDATORY REQUIREMENTS:

  • 1,5 + year of experience in customer support
  • English – upper intermediate level
  • Understand computing concepts, hardware and terminology
  • Good communication skills (both written and verbal) with an ability to be a good listener
  • Problem-solving, troubleshooting and revealing root causes
  • Ability to “get things done”
  • Client orientation
  • Ability to multitasking
  • Good Team player
  • Quick learner

OPTIONAL REQUIREMENTS:

  • Operation system administration (Windows Desktop/Server, Linux)
  • Cloud and virtualization (Azure, AWS, other)
  • Database administration (MS SQL, Oracle, MySQL or other)
  • ActiveDirectory or other LDAP
  • Microsoft products including Office 365
  • Remote hardware monitoring
  • Network fault finding and diagnostics, network patching, routing, RDS, VPN, DNS, DHCP, proxy, firewall
  • Technical university degree

WHAT WILL YOU GET WITH ELEKS:

  • Above average compensation and competitive Social Package
  • Close cooperation with a customer
  • Challenging tasks
  • Competence development
  • Team of professionals
  • Dynamic environment with low level of bureaucracy

ABOUT ELEKS

ELEKS is a global vendor of software solutions and software engineering services. The company established in 1991 and currently has over 1200 employees. We have development centers in Ukraine and Poland and representative offices in the USA and UK. We work with a number of clients from the IT, Financial Services, Media, Entertainment, Local Government, Healthcare, Legal and other sectors.

Iryna Machkur
Recruiter Contacts
skype iryna.machkur
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