Position: Senior Customer Support Engineer (L2)
Company: ELEKS
Experience required: 5y
English level: intermediate

** Skills**
Computing concepts, hardware, and terminology
Operation system administration
Cloud and virtualization 
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

**Team Leading Skills**
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