Position: Technical Support Engineer
Company: SoftHouseGroup
Category: Support
Experience required: 5y
English level: upper
Published: 2022-10-01T00:00:00+03:00

One of the largest companies in the world (in its domain) is open to extending the project team with a Technical Support Analyst. He will provide second-level customer support with queries related to web-based client-facing and internal applications.

**Required skills:**
- 4 years of work experience providing 2nd and 3rd level technical support on internet-based enterprise software applications, APIs;
- experience in ticketing software;
- experience with database Management System: Microsoft SQL Server 2008+;
**- experience in application support, working with application performance monitoring tools (i.e. Dynatrace, New Relic, Datadog, App Dynamics);**
- understanding of XML, JSON, CSV, EDI, 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, SMTP;
- scripting /automation using batch scripts, PowerShell;
- at least upper-intermediate English level.

**Will be a plus:**
- Kubernetes' knowledge;
- coding experience in Java, VB, or .Net;
- experience with using ITSM tools such as JIRA, ServiceNow would be an asset;
- professional Certifications such as ITIL, Microsoft Azure Administration, Microsoft Azure DevOps;
- experience with using ITSM tools such as JIRA, ServiceNow.

**Responsibilities:**
- resolve incidents and service requests following standard operating procedures. If needed, escalate issues to the appropriate specialists (Third or Expert Levels);
- 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 Standard Operating Procedures (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.

**What do we offer:**
- working schedule from 3.30 pm to 12.00 pm (GMT+3);
- medical insurance;
- opportunities to speak with clients and the development team only in English;
- paid vacations and sick leaves.

**Looking forward to working with you!
SoftHouseGroup team**