Level 2 Support Engineer

We are looking for a Level 2 Support Engineer for a Data Center Infrastructure Management software. This is a permanent employment opportunity that requires the ability to support a variety of technologies that integrates with the DCIM system.

Day to day responsibilities:

The Level 2 Support Engineer will be responsible for handling incidents according to the Incident Process and is a part of Customer Service, with a focus on the technology foundation required to support the application suite and the environments on which it is installed as well as the enterprise-wide applications that integrate with it.

·        Communicating with Customers via phone, email or GotoMeeting/WebEx;

·        Give feedback to customers on incidents;

·        Providing Level, Level 2 and Customer Liaison support as required;

·        Retrieve all necessary information for further investigations;

·        Classifying logged issues;

·        Shall be able to resolve all standard types of incidents;

·        Always be able to start an investigation of a previously unknown before escalating incident further;

·        Analyzing and recreating issues with the software products;

·        Managing environments used for issue investigation and re-creation;

·        Escalating technical/business issues as required;

·        Recording progress against cases (Knowledge Base Articles / Technical Notes);

·        Identifying workarounds for high priority cases;

·        Generating detailed documentation;

·        During client engagements responsibilities will include assisting with scoping, and identifying resources supporting the client partner.

Skills and competencies required:

·        Experience in Microsoft SQL Server (intermediate knowledge of database concepts, database architecture and table relationships, restoring databases, medium scripting knowledge);

·        Experience in Microsoft Windows Server (Accounts, Windows Services);

·        Understanding of Microsoft Internet Information Services (IIS), Application Pool, IIS Authentication and Permissions;

·        Experience in Web API technologies (Web Services, XML, REST, ODATA etc.);

·        Knowledge of HTTP protocols and tools (Fiddler, Postman);

·        Experience in Requirements Analysis, Installation and Deployment;

·        Must have strong design and diagnostic/debug skills and a methodical approach to problem solving;

·        Proven success in contributing to a team-oriented environment;

·        Proven ability to work creatively and analytically in a problem-solving environment;

·        Excellent communication in English (written and oral) and interpersonal skills;

·        Excellent customer oriented mindset.

Preferred skills and competencies:

·        Service Desk tools exposure (SalesForce experience is a plus);

·        Knowledge of various third-party integration components;

·        Basic knowledge of HTML/CSS is a plus;

·        Understanding programming (Javascript) is a plus;

·        Windows System Administration skills is a plus;

·        UNIX Administration is a plus;

·        Broad knowledge about computer hardware and peripheral units;

·        Computer network knowledge;

·        Ability to produce documentation utilizing the MS Office Suite;

·        Ability to utilize PowerPoint in proposal development;

·        Broad understanding of ITIL V3 and its components;

·        Understanding of Change Management, Configuration Management, and Release Management ;

·        CRM tools;

·        8+ years of experience in IT, System Admin and Application Support roles;

·        Bachelor degree or equivalent, preferably in Computer Science/Technology or Engineering;

·        Microsoft certification ( MCP, MCSA, MCSE etc…) or other IT certification is a plus.

What we offer:

You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages.

·        Soft skills and technical training for current and emerging products and technologies;

·        Career development: opportunity to grow within the company;

·        Special referral bonuses for recommending your friends;

·        Private Medical subscription;

·        A monthly budget for flexible benefits program that includes public transportation reimbursement and meal tickets, sport & wellness, telecom & electronics, children & parents, holiday & culture, tourism;

·        Relaxation rooms (foosball table, ping pong, board games);

·        Massage sessions;

·        Extra vacation days;

·        Flexible working hours and work from home, aligned with project needs;

·        Friendly team who is eager to meet you.