Position: System Support Engineer
Company: SOLEAD Software
Category: Support
Experience required: 2y
English level: upper

SOLEAD Software is looking for a system support engineer to join our growing team for a long-term project in L1/L2 technical support for information management industry.

The existing software platform consists of multiple data centric applications and services used by hundreds internal and external users. The software implements complex business logic accessible via web and desktop user interfaces. System support department is responsible for resolving user requests according to SLA via a ticketing system. Typical support tasks include: creation/amendment of report templates, data corrections in SQL database, translations of text resources, issue reproducing and analysis, investigation of application logs, changes to application configuration, etc. Communication with end users is performed via ticketing system, email and instant messenger (both voice and typing).

Currently, Solead team consists of five professionals tightly collaborating with remote teams in Europe and USA. We utilize Agile based process with flexible worktime schedule and combined work in our modern office with work at home.

**Duties and Responsibilities**
•	Execute L1/L2 system support tasks on daily basis via a ticketing system
•	Follow well defined support process established in the company
•	Communicate to end users to understand and resolve their requests
•	Interact with L3 support (development) team for certain support tickets
•	Proactively suggest improvements to the systems and to the process
•	Report to support manager, communicate to the team

**Skills and Qualifications**
•	B.Sc. or M.Sc. degree in IT field
•	2+ years of experience in technical/system/customer support area
•	Strong English communication (B2+) and customer service skills
•	Good issue troubleshooting and problem solving skills
•	Basic knowledge of relational databases and SQL
•	Understanding of software development process, code programming and debugging is a plus
•	Understanding of quality assurance and defect tracking is a plus
•	Experience with Git/GitHub/GitLab is advantage

This is a long-term full-time position in Lviv, Ukraine.