You'll make a difference by:
- Providing Level 2 technical support for mission-critical applications, troubleshooting and resolving complex system issues during the maintenance and support phase in collaboration with internal technical teams and customers.
- Testing and validating system updates, supporting pre- and post-release testing of application, software, and firmware updates to ensure stability and performance.
- Investigating and resolving incidents and defects, conducting root cause analysis and implementing fixes to minimize operational disruption.
- Communicating technical findings and progress clearly to customers, ensuring transparency on issue status, resolution timelines, and corrective actions.
- Monitoring system health and performance, identifying risks proactively and supporting customers in maintaining system reliability.
- Assessing and coordinating support ticket escalation, prioritizing and collaborating with internal teams to resolve issues based on business impact.
Your defining qualities:
- Strong foundation in IT systems and infrastructure, with a degree in IT, Computer Science, Engineering, or equivalent hands-on experience.
- 3–5 years of hands-on experience in Linux environments, including troubleshooting and system administration.
- 3–5 years of experience working with SQL and databases, with the ability to support data analysis and issue resolution.
- Familiarity with virtualization and infrastructure technologies, such as VMware, servers, storage, firewall, and networking environments.
- Experience working in a structured technical support or service environment, managing tickets within defined service levels.
- Customer-oriented and adaptable mindset, with strong communication skills and willingness to support after-hours or on-call when required.
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