Position: 3rd level Support Engineer
Company: Zhuko.Net
Category: Support
Experience required: 2y
English level: upper

We are looking for a person who is excited to dive deep into the world of telecom service management and to become a telecom subject matter expert and help drive our efforts in this area.

About you:
2-3 years of experience in Product Level 3 support.
Have excellent verbal and written English communication skills(C1 +)
Service and customer-oriented mindset
Demonstrated ability to troubleshoot technical issues.
Working knowledge of the components in a web application stack.
Must have basic object-oriented programming skills (JavaScript strongly preferred.)
Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
Understanding of SQL and database concepts
Ability to read/write JavaScript(basic knowledge)
Ability to articulate technical subject matter in a clear and easy to understand manner.
Knowledge of basic ITIL concepts
Jira experience
Creative problem solver

Will be a plus:
Experience in SaaS Level 3 Product support
ServiceNow Administrator/Developer certification(or at least experience in ServiceNow)

Responsibilities and Duties:
Provide timely technical support to our customers as 3rd level of support.
Work with ServiceNow as a platform and the ServiceDesk tool.
Work with Incidents escalated from 1st Level.
Deep investigation of customer issues and root cause analysis.
Collaborate with the development and operations team on bug fixing.