L1 Support Engineer

Responsibilities:

Triage the issue (or fulfil the request) following the Knowledge Base (KB), which includes:

Providing our customers with professional multi-lingual technical support for various business critical applications by phone, chat and email
Taking ownership of each client issue through root cause and solution
Interacting daily with internal 2nd level support staff
Coordinating / escalating to other support teams and business groups
Collecting complete information from the end user (via Teams or Rocket chat)
experience using such ticketing tools as Jira, ServiceNow, Gitlab, Odyssey wiki;
working experience using Splunk, Grafana and Osmosys
Running automated troubleshooting packages/scripts
Advising the end user
Documenting the issue in the ticket
Resolve the ticket or assign it to the L2 sub-group
If required, return to the user for more information required by L2, or to relay information from L2
Providing 24/7 support in rotas (1st, 2nd and 3rd shift)

Mandatory Skills Description:

Ideally 3-4 years of customer support experience
Fluency in English (written and spoken)
Programming background
Understanding of Linux
Ability to write shell scripts
Experience working in rotas and shifts
Experience with ETL processes and tools
Experience with batch processes and tools
POC for high-priority tickets including overall triage and management
Identifying, monitoring, and reporting trends, driving go-to-green plans.
Assistance with work driver and alert reduction efforts across the application portfolio