Position: Middle/Senior Technical Support Engineer
Company: Ciklum
Category: Support
Experience required: 2y
English level: upper

A project you'll work on: an infrastructure management system for integration and deployment.


Responsibilities:

- Respond to customers' requests (in a quick and efficient manner)
- Service Desk management
- Understand and analyze customers' problems, find appropriate and acceptable solutions
- Solve problems directly otherwise escalate the issues through our ticket system to the next level development team
- Check the status of the problem until it is solved
- Develop and implement web-based support initiatives including knowledge bases, technical and modelling techniques and documentation
- Update the documentation


Requirements:

- Understand and analyze requests, react quickly
- Ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
- Excellent English, both written and speaking skills are required
- Shift work (morning, evening, night)
- 2-3 years of commercial experience as a Technical Support Engineer or NOC engineer 
- Basic knowledge of one of the following programming language (C / C++ / C# / Objective C / Java / TCL / Python / Perl / Ruby, etc.)
- Working experience with at least ONE of the following sets of technologies: 
a) virtualization (OpenStack, VMWare)
b) cloud (Azure, AWS)
c) networking (Cisco, Juniper, NFV), 
d) operating systems (Linux, Windows), 
e) security and performance testing (Breaking Point, ixNetwork, ixLoad),
f) configuration management (Puppet, Chef, Ansible),
g) software development (IDEs, GitHub, Jenkins, Agile/SCRUM) (Entry Level)
- Understanding of Networking concepts (TCP/IP knowledge, understanding of sub-netting and network segmenting, IP routing – configuration & troubleshooting) (Entry Level)
- Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST


What's in it for you:

- Variety of knowledge sharing and training opportunities
- English classes
- A unique working environment where you communicate and work directly with the client
- Competitive salary
- Career and professional growth
- Long-term employment with 20 working-days paid vacation, sick leaves and other social benefits