1st, 2nd and 3rd Level Support

Job Description: 1st, 2nd and 3rd Level Support

We are seeking dedicated individuals to join our teams in the roles of 1st, 2nd, and 3rd Level Support. As a support professional, you will play a crucial role in ensuring the smooth operation of our systems and providing excellent service to our clients.

Responsibilities:

• Classify, localize, and analyze incidents to identify root causes.
• Investigate and resolve complex requests using workarounds or permanent solutions.
• Actively communicate with customers and stakeholders during incidents.
• Escalate unresolved issues to 3rd level support while ensuring follow-up.
• Conduct quality checks after implementing solutions and maintain ticket status transparency (SPOC) single point of contact.
• Maintain and share process knowledge across various communication channels.
• Serve as a central contact (SPOC) for operational teams requiring or providing knowledge.
• Detect, classify, analyze, and monitor problems and tracking solutions.
• Collaborate with stakeholders for service status and 3rd level support, and development teams for resolution.
• Oversee operations processes, service control, and quality assurance.
• Plan and coordinate transitions, product launches, and rollouts.
• Create technical and organizational documentation and identify improvement opportunities.
• Act as a liaison between support units, applying ITIL4 and DevOps methodologies.
• Manage and maintain monitoring dashboards in tools like NewRelic and Microsoft Azure.
• Transition existing monitoring setups to cost-efficient and tool-independent solutions.
• Develop dashboards and alerts based on product requirements.
• Monitor environments, define alerts, and take necessary measures for service limitations.

Requirements:

• English level: C1.
• Bachelor’s Degree in: Computer Science, Information Technology, Electronics, or Engineering.
• Affinity to digital products, experience with NewRelic and Microsoft Azure, Service Center 3, Jira & Jira Service Desk,Confluence, Salesforce CRM.
• Strong technical knowledge in systems, software, and network troubleshooting.
• Ability to perform root cause analysis and implement workarounds or solutions.

Benefits:

• Opportunity for career growth and advancement within the company.
• Competitive salary and benefits package.
• Training and development programs to enhance your skills.
• Dynamic and collaborative work environment.
• Chance to work with cutting-edge technologies and solve complex problems.

If you are passionate about technology, enjoy helping others, and thrive in a fast-paced environment, we encourage you to apply for our 1st, 2nd, and 3rd Level Support positions. Join us in delivering exceptional support and driving innovation in our organization.