APPLICATION SUPPORT
Descripción de la oferta de empleo
First point of contact for
customers seeking technical support via phone, email or
Perform remote troubleshooting,
reproducing customer issues in different environments, isolate customer
issues and works together with the customer to find a solution.
Determine the best solution
based on the issue and details provided by customers
Walk the customer through the
problem-solving process
Full Ownership of clients’
issues from beginning to completion, ensuring effective technical
resolution for the customers
Develop and document best
practices to enhance already existing processes
Record events and interactions
in the case
Make sure to action and
prioritize their tasks in a timely manner
Monitor the status and
progress toward resolution of all open incidents
Opens and documents bugs for
investigation in Software Engineering Teams
Responsible for driving cases
forward and making sure to engage other teams if necessary
Develops technical expertise
over the products, and constantly seeks to deepen the knowledge
Adherence to security
guidelines, procedures, processes, product documentation and best
practices
REQUIREMENTS
At least 3 years of experience
in IT Operations Support
Demonstrated technical Linux
administration skills
Understanding of networking
fundamentals (TCP/IP,Routing, VPNs,VLANs, Peering, Load Balancing, etc).
and basic web technologies (HTTP,HTML,DNS,TCP).
Ability to read and interpret
logs (Linux, HTTP, )
Demonstrated experience
troubleshooting and explaining investigation to IT people and end
users(non-technical)
Critical Thinking:
Investigation, analysis, interpretation, evaluation, explanation, and
problem-solving skills
Outstanding client-facing
skills. Pays attention to details and has an ability to differentiate
between clients’ needs and issues
Fluent in English. Must be
above B2+
Excellent verbal and written
communication skills. Proficient grammar and syntax
Strong experience in
documentation in languages possessed (creating articles, workflows,
procedures, etc.)
Good in e-mail correspondence
and phone etiquette
Ability to work with high
volumes and short timeframes
Time management skills knows
how and what to prioritize
Independent, self-directed
learner
Works well in a team, has an
ability to build rapport with others
Highly motivated and
multitasking
Customer oriented. Genuine
interest in helping others, becoming the customer’s advocate when lending
support
NICE TO HAVE
ITIL certification, or
experience working with ITIL based processes
Experience with cloud storage
solutions
Experience reading or
debugging code (Python, Javascript)
Experience with scripting, and
or system design
Experience
in Gsuite products
SQL experience
Detalles de la oferta
- EPAM Systems
- 11/03/2024
- 09/06/2024
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