Position: AppOps / Help Desk Technical Support Engineer (Cloud)
Company: ITG
Category: Support
Experience required: 2y
English level: upper

You will be primarily responsible for supporting the GAINS Supply Chain Optimization software application based on cloud servers. As an AppOps Engineer, you will solve customer requests described in tickets for installation, configuration, and maintenance, and ensure reliable operations of GAINS software, hardware, and networks. 

Essential Duties and Responsibilities

• Must have excellent English language verbal, written, and interpersonal communications skills
• Ability to work effectively in a matrix-management environment with extended team members covering weekends, and holidays as required by the work schedule
• A willingness to both learn and teach the software
• Ability to self-manage time
• Responsible for fulfilling customer requests for the installation, configuration, maintenance, and reliable operation of GAINS software, computer systems, network servers, and virtualization
• Carry out daily tasks requests described in tickets /emails or by verbal calls such as to do troubleshooting, configuration of SaaS environments, restoring databases, and refreshing data
• Troubleshoot software application performance by reviewing log files and running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues
• Responsible for effective provisioning, installation/configuration, operation, and maintenance of services, system software, and related infrastructure/SaaS environments.
• Monitor backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.


Technology Skills

•  Strong experience with Linux;
• Database management system software — MsSQL Server; Postgres SQL;
• Database user interface and query software — PostgreSQL; SQL Management Studio; Dbeaver;
• Development environment software — Microsoft PowerShell; CMD; bash;
• Operating system software — Microsoft Windows Server; Linux;
• Cloud —Microsoft Azure.

Abilities

• Problem Sensitivity
• Active Listening
• Critical Thinking
• Inductive Reasoning
• Stress Tolerance

Qualifications

• Associate or Bachelor's degree in Computer Science, Information Technology, System Administration
• Database, system administration experience
• English upper-intermediate or fluent
• Working knowledge of virtualization, VMWare, or equivalent
• Effective communication with end users and clients using Help Desk software and phone calls ensuring customer success and satisfaction
• Knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols.

Interview steps:

1) HR interview;
2)Technical Interview;
3) Client Interview.

 Work schedule 8 hours, 5 days a week. (until 12 PM Central US Time). 

ITG offers:

• Career and professional growth:
• Flexible working format - remote, office-based, or flexible;
• Ability to work with experienced colleagues, who are ready to share knowledge;
• The ability to focus on your work: a lack of unnecessary
micromanagement;
• Attractive compensation ;
• 15 business days of paid vacation, sick leave;
• Investment in your professional growth: edutainment events.