Position: Level 3 IT Support Engineer
Company: BrainRocket
Experience required: 2y
English level: intermediate

✅ Requirements:
- 2+ years of experience in IT
- Strong HW/SW analytic, problem-solving and troubleshooting skills
- Deep knowledge of HTML/CCS, HTTP(s)
- Understanding of client-server architecture
- Experience in bash/shell programming (nice to have)
- Experience in SQL/KQL/JQL querying and managing data
- Strong Debugging skills
- Experience working with logging, monitoring, and alerting tools (e.g.
ELK stack, Grafana, PagerDuty)
- Ability to perform log level analysis
- Structured and process-oriented 
- Self-learning ability, self-motivated and team player
- Ambition to learn new systems, procedures, techniques in a short
period of time
- Experience with bug and issue tracking system (Jira preferred)
- Ability to problem solve independently and multi-task
- Understand of ITIL methods
- Understand of Systems development life cycle
- Pro-active, resourceful with high level of accuracy and attention to
detail
- Ability to meet strict deadlines and manage stress effectively
- Strong communication and reporting skills


✅ Duties and opportunities:
-Assess issues and provide solutions for incidents and problems that cannot be handled by tier 1,2
-Managing incidents’ life cycle until they are fully resolved or providing a workaround solution, escalation to 4 level support where required
-Periodically perform analysis to see if new problems need to be registered
-Assign work to Problem Analysts and coordinate root cause analysis
-Support in incident management after deployment 
-Perform log level analysis
-Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
-Qualification/replication of the reported issue in an appropriate customer environment
-Information gathering to ensure complete availability of details required for root cause analysis
-Provision of technical resolution or problem workaround
-Provide a robust service for monitoring products deploying onto the platform 
-Work with Operations and Development teams to understand improvement, new feature and enhancement requirements for the monitoring development teams to implement.


✅What we offer: 
-Learning and development opportunities and interesting challenging tasks
-Official employment in accordance with the laws of Cyprus and the EU, registration of family members
-Relocation package (tickets, staying in hotel for 2 weeks)
-Company fitness corner in the office for employees
-Opportunity to develop language skills and partial compensation for the cost of language classes
-Birthday celebration present
-Time for proper rest and 24 working days of Annual Vacation
-Breakfasts and lunches in the office (partially paid by the company)

Join BrainRocket and rock with us!