Position: L3 Technical Support
Company: Penman
Category: Support
Experience required: 5y
English level: upper
Published: 2023-07-01T00:00:00+03:00

Our client who provides third-level customer support with queries related to web-based client-facing and internal applications is open to extending his team. The position also requires system administration and maintenance for the Data Center.

**What do we offer:**
* fixed salary in USD;
* good medical insurance package;
* paid vacations (25 workdays) and sick leaves (5 workdays);
* compensation for any sports activity;
* partial compensation for training courses, access to the corporate training base;
* opportunities to speak with clients and the development team only in English and free English classes.

**Required skills:**
* 4 years of work experience providing 3rd-level technical support on internet-based enterprise software applications, APIs;
* Experience in ticketing software;
* Experience with database Management Systems: Microsoft SQL Server 2008+;
* Understanding of XML, JSON, CSV, EDI, and XLSX;
* Experience with Microsoft IIS 6.0+, Windows Server 2012 +, Windows 10+;
* Experience with SQL queries, MongoDB, CosmosDB;
* Familiarity with DNS and communication protocols like AS2, SFTP, HTTPS, and SMTP;
* Scripting /automation using batch scripts, PowerShell;
* At least upper-intermediate English level.

**Will be a plus:**
* Experience in application support, working with application performance monitoring tools (i.e. Dynatrace, New Relic, Datadog);
* Kubernetes’ knowledge;
* Professional Certifications such as ITIL, Microsoft Azure Administration, Microsoft Azure DevOps;

**Responsibilities:**
* working **schedule from 3.30 pm to 12.00 pm** (Kyiv time);
* resolve incidents and service requests following standard operating procedures. If needed, escalate issues to the appropriate specialists;
* maintenance could include applying OS patches, database patches, and certificates;
* install and configure new applications and deploy releases and enhancements to production systems and pre-production systems after hours;
* monitor, maintain, and troubleshoot production computer systems, internet-based applications, and processes;
* perform root cause analysis and define actions to eliminate incident recurrences;
* Develop and maintain SOPs and Knowledge Base, script to automate processes and generate reports;
* technical issues investigation, fix, or escalation;
* coordination between the operation and the engineering teams.