Technical Support Engineer

Technical Support Engineer

Netcracker Technology



Technical Support Engineer

Detalles de la oferta

Position Summary (Roles & Responsibilities):
Provide customer service through ServiceDeskProcess and resolve system’s and customer's technical L1 issuesNegotiate resolution process with service provider on L2 incidentsCreate knowledge documents to reduce L1 (‘how do I’/‘what is this’) questionsProviding Technical guidance and trainings to Service Desk teamInitiate development, and develop internal technical procedures for Service Desk for all existing and new coming operations/types of requestsReport on any operational risks, unexpected delays or production issues to the managementControl technical conformity of Service Requests fulfillment.Manage projects and tasks related to automation and optimization tasks performed in the Service DeskExperience & Requirements:
Highly motivated individual with good analytical skills dedicated to completing tasks on scheduleExcellent deductive reasoning and troubleshooting skillsExperience in system, network or application administration with expert troubleshooting ability (Linux)Experience of working in knowledge management environment: creating detailed knowledge documents after resolving the incidents, empowering users, enabling self-service to reduce repeat incidentsSolid understanding of Internet technologies, network protocols and servicesCommand line advanced usage proficiencyGood communications and interpersonal skillsGood customer service skills, with good written and verbal communications.Creative thinking and Initiative (analyzes strengths and weaknesses of current approaches, modifies and adapts current methods and approaches to better meet needs)English level: intermediate or upperWill be of advantage:
Understanding of IaaS, PaaS, SaaS service deliveryUnderstanding and knowledge of ITIL framework best practices for IT Service ManagementTechnical experience of an application hosting environment (including web servers, database, virtualization, storage, load balancers, firewalls)Experience with SQL and NoSQLExperience in scripting languages (shell, bash and python)
Spoken and written English & Spanish
Knowledge of SW development/implementation methodology
Ability to read Java code and query Oracle DB
Good communication skills

Ciudad: mexico city

Fuente: Neuvoo_Ppc


  • Otros / Otros



  • Java
  • SQL
  • Internet
  • Internet

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