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
— 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;
— 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 4 pm to 01.00 am (UTC+3);

• Paid vacations and sick leaves;
• Partial compensation for any sports activity;
• Medical insurance;
• Challenging, and fast-growing product;
• Opportunities to speak with clients and the development team only in English and free English classes;
• As a part of the team, you will be responsible for the production environments of the squad products that are used by thousands of customers worldwide.