Position: Middle Customer Support Engineer (L2) - Poland
Company: ELEKS
Experience required: 2y
English level: intermediate

**ABOUT PROJECT**
Swiss company in commodity trading. We are helping out the customer with various applications that support their business (chain management, risk management solutions). The main service from Elek’s side is support but there is also the development of the projects for the customer. The support team consists of 5 support engineers. They are working with ~10 applications.

**REQUIREMENTS**
2+ years experience рroblem (L2) resolution
Understanding business logic of apps
Database knowledge (MS SQL)
PowerShell scripting, networking can be a plus but not a must
Upper-Intermediate English

**RESPONSIBILITY**
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/resolve platform issues and carry out maintenance.
Prepare steps/solution how to fix the issue.
Promptly resolve customer service issues to the satisfaction of all.
Proactively 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.