L1 Support Engineer

Job Description

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) 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 standby support in rotation Skills Must have 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 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 Experience using such ticketing tools as Jira, ServiceNow, GitLab, Confluence Working experience using Splunk, Grafana and/or Nagios