Senior Support engineer (L2/L3)

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space. A newly conceptualized Digital Eco System is comprised of a set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.

Requirements:

1. 2-3 years of experience as a L2/L3 support specialist
2. Bachelor’s or master’s degree in Computer Science or related fields
3. Strong experience with CMS, preferable AEM or builder.io or at least WordPress
4. Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint
5. Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring
6. Good practical knowledge of Unix/Linux
7. Good TCP/IP knowledge
8. Experience with monitoring tools (e.g. New Relic, Prometheus, Grafana, ELK, Splunk)
9. Experience with REST API will be a plus
10. Understanding of CI/CD process and implementation experience
11. Strong knowledge of Service Desk activities, Incident and Problem management principles and practices
12. Experience using Service Desk and task management software: JIRA, Confluence, ServiceNow
13. Strong communication skills, soft skills, and resilience is a must
14. Good English level is required, both spoken and written
15. Empathy, psychology, and trusted communication building skills are a plus
16. Be ready for 24/7 team work, 10h shift
17. Only B2B cooperation is possible

Responsibilities:

1. Take active part in issue resolution of any complexity, severity, or scale
2. Set up new ecommerce websites on the production environment, ensuring smooth deployment and functionality
3. Reconfigure components of ecommerce websites via CMS's on the production environment
4. Be a reliable, friendly, and trustworthy frontline of the support/service desk
5. Respond and react to incoming issue requests
6. Assist and help users in resolving their issues
7. Extract and collect issue details from users
8. Provide consultations and advice to users
9. Report any scope issues that cannot be resolved
10. Take part in issue escalation and progress tracking
11. Gather and report issue occurrence and resolution statistics
12. Elaborate ideas on improving and optimizing support activities
13. Ensure enterprise systems and business continuity
14. Process, analyze incidents and monitor their fixing
15. Be ready to take a role of Incident Manager in case of Major Incidents
16. Ensure that RCA is provided/documented for each critical incident (Postmortem)
17. Provide communication with external vendor
18. Concentrate on providing best value for users