Position: Trainee L2 Support Specialist
Company: EveryMatrix
Experience required: no_exp
Category: Support
English level: upper
Published: 2022-11-01T00:00:00+02:00

**Job description:**

-Receive all incidents reported by Incidents Team;
-Register and prioritize all incidents according to internal procedures;
-Make sure a clear understanding is achieved on the raised issue before starting any investigation;
-Clear all details with requester, before starting any investigation
-Investigate the incidents reaching our team, targeting to have them solved at L2 Support level;
-Exhaust all possible scenarios during investigation, before deciding to submit the Incident for further analysis within Development teams;
-Submit every applicable incident to the appropriate team within our business unit (the team owning the PAM product on which Incident was raised);
-Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
-Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
-Follow up on each incident to make sure it is solved correctly and in a timely manner, by requesting ETAs from Product Owners / Team Leaders of the teams where Incident was assigned;
-After the incident is reported as solved, test (where possible) to confirm;
Inform the teams that reported the incident that it was solved;
-Ad-hoc tasks from direct manager;
-Handles reports, JIRA updates and any other related task.

**Requirements:**

-Nice to have: experience in an IT company (**in a similar position or technical customer support**);
-Nice to have: project management skills;
-Nice to have: ITIL knowledge;
-Experience in working with JIRA and MSOffice;
-Excellent Project Management skills;
-Good knowledge of Agile methods;
-Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
-Time management skills & workflow management skills are mandatory;
-Ability to work with cross-functional teams;
-Ability to get things done under pressure;
-Excellent negotiation and communication skills;
-At least Upper-intermediate level of English;
-Availability to be on call for extended hours.

**Work Life Balance: **

-22 paid leave days and two extra paid leave days per year for every year up to 32 days (working days) in addition to the public holidays. 
-10 sick leave days per year (without a doctor’s note). 
-Medical leave: up to 30 days per year, documented with medical certificate 
-If return to work soon after having child, 1 year 100% WFH for mothers  
WFH after child is born – for fathers: 13 weeks of 100% WFH (from the day of the birth of the child)  
-Maternity leave – 21 weeks  

**Benefits and Office perks: **

-Daily catered lunch or lunch allowance
-Private Medical insurance
-Gym membership
-Fruits Friday  
-Access to online learning platforms Udemy for Business and O’Reilly and budget for external training 
-Massage at work 
-Frequent free-bar parties, annual whole-company parties (have previously rented our own planes to get everyone together!) 
-Fun corner: ping pong table, Xbox, lots of board games.