Position: Junior Customer Support Engineer (L2)
Company: ELEKS
Experience required: 1y
English level: upper

**Required skills**
Experience with IIS, XML, and Web Services (SOAP) technology
Experience working with JSON and REST API technology
Experience with Database technologies (MS SQL Server, Oracle, DB2)
Linux familiarity highly desirable
Operation system administration
Cloud and virtualization
Database administration
ActiveDirectory or other LDAP
Well versed in Microsoft and/or OpenSource technologies
Microsoft products including Office 365
Microsoft PowerShell, bash
Network fault finding and diagnostics
Personal time and project management skills
At least upper-intermediate level of English

**Responsibilities**
Working hours 3 pm — 11 pm Ukrainian time
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

**Project description**
The company provides the first and only industry cloud for professional and financial services, powering the world’s largest legal, accounting, private capital, investment banking, and consulting firms. Headquartered in Silicon Valley, we serve more than 1,600 firms worldwide, including 96 of the Global 100 law firms, all four of the Big 4 accounting firms, and more than 600 capital markets and financial advisory firms. Technology has transformed these industries, helping our clients move to a connected firm strategy that supports agility in today’s competitive marketplace. We offer intelligent, cloud-based solutions — purpose-built for partner-led firms — spanning the entire client and deal lifecycle, from strategy through origination and execution.