Lviv

Senior Customer Support Engineer (L2/L3)

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ELEKS Customer Support Office is looking for a Senior Customer Support Engineer (L2/L3) in all our locations or remotely.

ABOUT PROJECT

The project is related to the support of several clients from different fields: finance, media etc.

REQUIREMENTS

  • 4+ years of relevant experience
  • Computing concepts, hardware, and terminology
  • Operation system administration
  • Cloud and virtualization (AWS)
  • Database administration
  • ActiveDirectory or other LDAP
  • Well versed in Microsoft and/or OpenSource technologies
  • Microsoft PowerShell, bash
  • Network fault finding and diagnostics
  • Syntax of the chosen programming language, peculiarities of programming using this language
  • Typical bugs that appear in the process of software development, methods for their diagnostics and correction
  • Virtualization, using of Public Cloud
  • Strong awareness of ITIL processes
  • Confident knowledge of SDLC

RESPONSIBILITIES

  • Take ownership and responsibility and distribute the tasks among the team to resolve customer requests in accordance with SLAs according to ITIL protocols
  • Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
  • Act as a mentor and provide oversight, coaching, and training to technical support staff
  • Be the point of contact when it comes to technical escalations and technical advisory
  • Clearly communicate the project status to the Project managers and provide monthly reports
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
  • Approve technical decisions and communicate with stakeholders. Analyze variants of software requirements implementation; evaluate their time consumption and workload
  • Work with internal and external L2 and L3 members to diagnose/resolve platform issues and carry out maintenance

What will you get with ELEKS

  • Above average compensation and competitive Social package
  • Close cooperation with a customer
  • Challenging tasks
  • Competence development
  • Ability to influence project technologies
  • Projects from scratch
  • Team of professionals
  • Dynamic environment with low level of bureaucracy
  • Medical insurance

ABOUT ELEKS

ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.

Our 1,600+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, R&D, design, technology consulting and dedicated teams.

Mariia Sadovska
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