IT Support Engineer / Shift work

What You'll Do

Work with software development engineers to understand the overall technical architecture and how each feature is implemented

Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for BU reported issues in JIRA

Monitor, maintain systems/applications, look for opportunities to optimize and improve systems

Establishes technical proficiency in design, implementation and unit testing

Respond to assigned tickets/tasks in accordance with SLA guidelines

Handle customer requests, incidents and inbound calls; apply diagnostic utilities and best practice methodology to aid in troubleshooting

Update technical support documentation when required and also perform post-resolution follow-ups to help requests

Perform hands-on fixes at the application, including installing and upgrading software, implementing file backups, and configuring systems and applications. Escalate to Tier 3 any issues unresolved

Collaborate with internal and external teams and stakeholders to drive progress across multiple action items and initiatives

Work effectively in an Agile environment; provide training or demos in the new/existing features

What Experience You Need

BS or MS degree in a STEM major or equivalent job experience required

2+ years of experience of Support Engineering

Strong Communication skills

Diagnose and resolve technical issues related to software, hardware, or network systems.

Analyze logs, error messages, and system data to identify root causes.

Self-starter that identifies/responds to priority shifts with minimal supervision

Software testing, performance, and quality engineering techniques and strategies

Cloud technology: GCP, AWS, or Azure

Experience in troubleshooting, monitoring infrastructure and application uptime and availability to ensure functional and performance objectives

Demonstrable cross-functional knowledge with systems, storage, networking, security and databases

System administration skills, including automation and orchestration of Linux/Windows using Chef, Puppet, Ansible, Salt Stack and/or containers (Docker, Kubernetes, etc.)

What could set you apart

Cloud Certification Strongly Preferred

Provide timely and effective solutions to users or customers.

Interact with users or customers through various channels (phone, email, chat, etc.).

Guide users through troubleshooting steps and solutions. Escalate complex issues to appropriate teams or specialists.

Maintain accurate records of support interactions and solutions.

Contribute to knowledge bases and support documentation.

Share technical expertise with team members and colleagues