Position: Junior L1 Support Engineer
Company: Raiffeisen Bank
Category: Support
Experience required: no_exp
English level: intermediate
Published: 2021-11-01T00:00:00+02:00

**Responsibilities:**

Ensurance of a prompt response to requests, providing actual statuses to initiators of requests.
Timely and correct escalation of calls.
Monitoring compliance with SLA, escalation in case of failure to meet the deadline.
Initial technical analysis (troubleshooting).
Coordination and tracking of incident resolution progress.
Formation, maintenance and correct classification of incidents.
Compliance and maintenance of the life cycle of tickets (incidents, problems, requests, events).
Initiation of proactive monitoring.
Initiation of warning refactoring.
Update of warning information and response model.
Analysis of metrics and abnormal behavior, detection of metrics that are outside the threshold values.
Creation and update of changes to the planned / maintenance calendar.
Creation and update of technical instructions, practical recommendations and supporting documentation.
Collection and analysis of statistical data, automation and optimization of processes, identification of vulnerabilities and identification of problem cases.
Interaction with the development team to create requests for new features, identify bugs, resolve problems, or obtain missing information.
Conduct of regular analysis of the current state and stability of systems.

**Requirements:**

Hard skills:
MS Office
MS SharePoint
Service Desk
Desired: Jira, Confluence, CheckMK, APPDynamics, Zabbix, Data Center Expert, Grafana, Opsgenie, Camunda.

Soft skills:
Communicative skills
Knowledge and ability to utilize principles of business ethics and correspondence during communication
Analytical thinking skills
Willingness to take initiative
Responsibility
Ability to multitask
Focus on achieving results
Ability to work with large amounts of information
Ability to be a team player and strive to achieve your own results at the same time

**Languages:**
Fluency in Ukrainian and Russian
B-1 (Intermediate) English

**Benefits:**
You will work for a large international company that provides opportunities for professional and personal growth
Involvement in complex, large-scale and diverse project that will have an impact on our clients
Provided in-house training, tailored personal development plan, constant exchange of knowledge with top specialists and colleagues
Flexible work schedule, 28 days of paid leave, official employment
Attractive social package and welfare (health insurance, corporate psychologist, gym discount)
Corporate English language courses, soft skills trainings at our corporate L&D academy.
Team building activities and involvement in social projects