Position: Support Engineer
Category: Sysadmin
English level: intermediate
Years of experience: 5


I have 4+ years of experience as an L2/L3 Support Engineer, during which I have consistently delivered excellent technical assistance to customers. During my 3 years as a shift engineer, I effectively monitored installations for customers on both physical servers and in the cloud.

As a technical support engineer, I undertook the pivotal role of delivering technical solutions to customers. This encompassed planning and executing system updates, as well as troubleshooting VoIP, SIP, and BE issues that customers encountered. I showcased proficiency in optimizing services such as HTTPS, MySQL, Elasticsearch, and hardware. In critical situations, I adeptly provided customers with immediate solutions in real-time to maintain business continuity and minimize system downtime.

For three of my four years as a support engineer, I served as a Duty Lead, leveraging my experience to impart knowledge to junior engineers and efficiently allocate tasks. In the Duty Lead role, I meticulously monitored customer installations, overseeing hardware aspects such as CPU, disk, and RAM usage, as well as critical software components like RADIUS, SIP, and web services. Additionally, I prepared, planned and executed updates during both day and night shifts. I made critical decisions in diverse scenarios using remote techniques and engaged in real-time interactions with customers through chat.

Furthermore, in my role as a Duty Lead, my responsibilities expanded to include managerial duties. Leading a team of four or five engineers situated across two offices in different cities, I skillfully managed their operations. This involved assigning tasks, fostering a productive and collaborative atmosphere, and handling escalations from customers.

• 4+ years of experience in system administration, design, implementation and maintenance of infrastructure solutions
• Processing complicated requests, network, hardware and specific software troubleshooting
• Management of engineers, tasks delegation, escalating
• Communication with customers