Position: Middle Support Engineer
Company: Intellias
Category: Support
Experience required: 2y
English level: intermediate

Project Overview:
The Support Engineer to strengthen our team of active, self-organised engineers who strive to deliver a high-quality standard.
If you have a good understanding of E-commerce principles and business processes, then you have a fantastic opportunity to become part of our highly-skilled, international team and join the adventure!

Responsibilities:
Taking ownership and responsibility of all applications that are supported by the business;
Progressing any support and liaise with internal teams to ensure the prompt resolution of all requests in line with the Service/Operational Level Agreements;
Participating in crisis situations for supported applications working with IT teams, which may involve complex technical hardware or software problems;
Following guidelines and suggesting on how to request for effective information from users whilst troubleshooting;
Working according to the UK business hours rota 2nd line team;
Knowledge base updating;
Following team processes and procedures to ensure SLA are met.

Requirements:
Previous experience of supporting business applications at least 2 years;
Sound decision-making skills;
Knowledge and experience of dealing with escalation routes when problems arise;
Strong analytical skills;
Strong experience working in support environment;
Excellent communication and presentation skills at all levels of the business;
Familiar and confident around ITIL processes;
Knowledge of Amazon cloud solutions, networks;
AWS cloud infrastructure;
Knowledge of Microservice architecture;
Linux’s administration (support, monitoring, troubleshooting);
Good understanding of network technologies (TCP/IP, DNS, HTTP/S, Load Balancing, etc.).

Nice to have:
React;
GraphQL;
REST, JSON.