Position: Support Engineer (L2 and L3)
Company: SourceX
Experience required: 5y
English level: fluent

Main Responsibilities:

The Connectivity Support team will be responsible for Maintenance and Incident Management for several client and internal applications:

Maintenance activities:

•	Regularly monitor applications health, perform basic systems sanity checks and ensure that backup jobs have executed correctly
•	Closely monitor application performance (e.g. CPU, HDD space, response times, etc.) to be aligned with SLAs and to ensure capacity upgrades are identified proactively (e.g. tune cache, add server, RAM, etc.)
•	Implement and use tools to detect patterns of anomalous system behavior
•	Collect, analyze and summarize system statistics data, systems reports and performance measurements
•	Identify repetitive housekeeping operations (e.g. deletion of log files etc.) and configuration related tasks, and look for ways to automate these tasks
•	Review any CRs to perform software upgrades and related vendor release notes
•	Maintain operational manuals and methods of procedures for the applications in scope

Knowledge, Skills & Experience: 

•	Experience: Minimum of 7+ years of experience in an expert Technical Support environment with an operational mindset, willing to work out of hours if necessary
•	Education level: Minimum of bachelor degree in a technology domain
•	Solid understanding of the telecommunications industry and technologies, in particular around connectivity service delivery architectures, ranging from IT platforms to access technologies and in-home equipment
•	Worked in a L2 or L3 support function at a tier-1 telco or large organisation
•	Solid understanding of telco IT/OSS solutions and systems integration
•	Solid understanding of the provisioning, management and monitoring of CPEs in large scale
•	Good knowledge of REST/JSON, SOAP/XML and key web front-end and back-end frameworks
•	Hands-on experience of cloud technologies such as cloud technologies: Amazon Web Services (AWS), Microsoft Azure, Google Cloud, Kubernetes and Docker
•	Exceptional analytical capabilities to gather and interpret technical information and to develop, recommend, and implement solutions
•	Good attention to detail and ability to show initiative
•	Determination and drive to consistently deliver according to commitments
•	Fluent in English

Any of the following is a strong advantage:
•	Understanding of Customer Premises platforms and standards, in particular:
o	In home CPE peripheral devices (e.g. CMs, STBs, Boosters, G.Hn/HPAV devices)
o	CPE Management protocols (e.g. SNMP, TR69 etc.)
o	WiFi technologies and management (e.g. RRM, SON) 
o	Policy & Control Platforms (DPI, Probes, Content filtering, Parental Controls, Cable & WiFi PCRF, AAA, Radius)
o	Service Assurance processes and tools (Dynatrace, Splunk, NMS systems)  
•	Understanding of the following technologies and protocols:
o	operating systems: Unix and Linux and related utilities
o	data stores: SQL based databases, LDAP based directories, cloud-based data stores
o	other tools:
	testing tools such as SoapUI, Postman
	scripting tools such as bash, python, perl
	db clients such as SQLDeveloper, LDAPBrowser
	developer and analysis tools such as PSPAD, Notepad++, JaveDecompiler tools, Java eclipse
o	protocols: XML, REST, HTML, SQL, LDAP, SIP, TR-069, SNMP, SSL
o	Programming languages: Java (as the touchpoints are built on Java)