Position: Strong Middle Technical Support Specialist
Company: Intellias
Experience required: 2y
English level: intermediate

A newly conceptualized Digital Eco System is comprised of a set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services' main differences.

Requirements:
- 2 years of experience as an L2 support specialist;
- L3 experience as a big plus
- Bachelor’s or master’s degree in Computer Science or related fields;
- Understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
- Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
- Good practical knowledge of Unix/Linux
- Good TCP/IP knowledge
- Experience with monitoring tools (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, etc)
- Understanding of CI/CD process and implementation experience;
- Strong knowledge of Service Desk activities, Incident and Problem management  principles and best practices;
- Experience using Service Desk and task management software: JIRA, confluence, ServiceNow, etc.;
- Strong communication skills, soft skills and stress resistance is a must;
- Good English level is required, both spoken and written;
- Empathy, psychology, and trusted communication-building skills are a plus.

Responsibilities:
- Take an active part in issue resolution of any complexity, severity or scale;
- Be reliable, friendly, and trustworthy frontline of the support/service desk;
- Respond and react to incoming issue requests;
- Assist and help users resolve their issues;
- Extract and collect issue details from users;
- Provide consultations and advice to users;
- Report any out-of-scope issues, that cannot be resolved;
- Take part in issue escalation and progress tracking;
- Gather and report issue occurrence and resolution statistics;
- Elaborate ideas on improving and optimizing support activities;
- Ensure enterprise systems and business continuity;
- Process, analyze incidents and monitor their fixing;
- Ensure that RCA provided/documented for each critical incident (Postmortem);
- Provide communication with an external vendor;
- Concentrate on providing the best value for users;
- To be ready for a 24*7 teamwork, 8h shift