Position: Junior/Middle Customer Support Engineer (L3)
Company: ELEKS
Experience required: 2y
English level: upper

2+ years of relevant experience/SQL/Windows administration

**ABOUT CLIENT**
We are looking for Customer Support Engineer to join our growing team. Our engineers are responsible for support, integrations, technical development and delivery products. Support engineers deliver expert guidance to clients, our partners and the larger teams in order to help improve processes to ensure we are delivering a first-class service across the board.

**REQUIREMENTS**
2+ years of relevant experience
Computing concepts, hardware and terminology
Operation system administration
Cloud and virtualization
Database administration - SQL
ActiveDirectory or other LDAP
Well versed in Microsoft and/or OpenSource technologies 
Microsoft products including Office 365
English - upper intermediate level 

**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.