Level 3 IT Support Engineer

Remote $55k–$85k middle 2 months ago full-time quality 8.2/10

HTMLCSSHTTP(S)Bash/shell scriptingSQLKQLJQLLogging/monitoring tools (ELK stack, Grafana, PagerDuty)

Assess issues and provide solutions for incidents and problems that cannot be handled by tier 1,2
Manage incidents’ life cycle until they are fully resolved or provide a workaround solution, escalation to 4 level support where required
Periodically perform analysis to see if new problems need to be registered
Coordinate root cause analysis
Support hot-fix deployment process
Perform log level analysis
Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
Qualification/replication of the reported issue in an appropriate customer environment
Information gathering to ensure complete availability of details required for root cause analysis
Provision of technical resolution or problem workaround

2+ years of experience in IT
Strong HW/SW analytic, problem-solving and troubleshooting skills
Deep knowledge of HTML/CCS, HTTP(s)
Understanding of client-server architecture
Experience in bash/shell programming (nice to have)
Experience in SQL/KQL/JQL querying and managing data
Strong Debugging skills
Experience working with logging, monitoring, and alerting tools (e.g. ELK stack, Grafana, PagerDuty)
Ability to perform log level analysis
Structured and process-oriented
Self-learning ability, self-motivated and team player
Ambition to learn new systems, procedures, techniques in a short period of time
Experience with bug and issue tracking system (Jira preferred)
Ability to problem solve independently and multi-task
Understand of ITIL methods
Understand of Systems development life cycle
Pro-active, resourceful with high level of accuracy and attention to detail
Ability to meet strict deadlines and manage stress effectively
Strong communication and reporting skills
Experience in gambling/betting (nice to have)

Learning and development opportunities and challenging tasks
Official employment in accordance with Cyprus and EU laws, family member registration
Relocation package (tickets, hotel for 2 weeks)
Office fitness corner
Language skills development and partial cost coverage for language classes
Birthday celebration present
24 working days of annual vacation
Breakfasts and lunches in the office (partially paid by the company)

Similar jobs