Position: Senior Support Agent for world's biggest reinsurance provider
Company: Intellias
Category: Support
Experience required: 3y
English level: fluent

Established in 1880 in Munich, one of the oldest and leading reinsurance and insurtech companies expands it's research and development division with new top-notch products that use vast data and forecasting models to help insurance around the world make best decisions and drive value forwards.

**Responsibilities:**
Be a single point for the support activities and involve shared support resources if needed;
Standard working hours (10-18) + possibility for rare on-call support;
Handle proper estimations and prioritization of team resources according to the customer needs;
Report directly to customer management on results/issues resolution;
Lead technical SME's during Incident calls;
Take active part in issue resolution of any complexity, severity or scale;
Resolve system outages and issues fast, proactively and reliably;
Deeply Investigate issues;
Provide extensive root-cause analysis for issues;
Elaborate issue prevention and mitigation activities;
Tailor issue solutions to fit business needs in the best possible way;
Gather and report issue occurrence and resolution statistics;
Ensure enterprise systems and business continuity;
Provide consulting activities if required;
Assist engineering teams in enterprise systems development.

**Requirements:**
English and excellent written and verbal communication skills is a must;
German knowledge is a huge plus;
4+ years of experience as a L2/L3 support specialist;
Leadership experience;
Bachelor’s or master’s degree in Computer Science or related fields;
Deep understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
Strong knowledge of Support activities: Incident management, Problem Management, Triage and Troubleshooting;
ITIL will be a benefit;
Experience using bug tracking and task management software: JIRA, confluence, etc.;
Good analytical, problem-solving skills and RCA methodologies familiarity;
Able to efficiently work both single and as a part of a team;
Result-oriented attitude and ability to work in time-pressing conditions.