Position: Support Engineer
Company: Infopulse
Experience required: 1y
English level: intermediate

Infopulse welcomes a talented Support Engineer to work together with a leading photo processing software publisher that brings new life to image processing. You will be part of an international team working on cross-platform solutions that are the dream of professional photographers all over the world. 

**Areas of Responsibility **
• Communication with European/American customers (phone, email, IM) and get details about the problem 
• Remote user support 
• ITSM tickets handling and dispatching 
• Tickets classification and management 
• Preliminary analysis of the tickets and try to reproduce the problem 
• Prioritizing and escalating incidents (when required) to the appropriately experienced technician 

**Qualifications **
• Good knowledge of Windows OS and Mac OS and PC technical aspects for example to solve PC issues 
• Good knowledge of software installation process on Windows and Mac 
• Good communication skills 
• Excellent analytical skills, critical thinking 
• Intermediate level of English (both spoken and written) 
• Basic knowledge of ITIL (e.g. Incident, Problem, Change, Knowledge management processes) or alternative frameworks is a plus 
• Experience operating in a ticketing system like Zendesk and JIRA 
• Image processing application knowledge is a plus (Photoshop, Lightroom, Nik Collection. etc.) 
• Customer and service-oriented behaviors in everyday work interactions 
• Ability to investigate and reproduce complex technical issues 
• Flexible and self-initiative.