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. The position also requires system administration and maintenance for the Data Center.

Required skills:

• 4 years of work experience providing 2nd and 3rd level technical and application support on internet-based enterprise software applications, APIs;
• Experience in ticketing software;
• Experience with database Management System: Microsoft SQL Server 2008+;
• Understanding of XML, JSON, CSV, EDI, XLSX;
• Experience with SQL queries, MongoDB, CosmosDB;
• Scripting /automation using batch scripts, PowerShell; — experience analyzing application and server logs

Will be a plus:

• Experience in application support, working with application performance monitoring tools (i.e. Dynatrace, New Relic, Datadog);
• Kubernetes’ knowledge;
• 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.