IT Service Engineer – Tier II

  • Prague, Czech Republic
  • Full-time
  • IT-department
  • Scope of role

    • Perform internal Tier II support by dealing directly with 1-st and 3-d Level support or company employees who have different technical issues
    • Providing excellent reactive and proactive service

    Responsibilities

    • Troubleshooting issues beyond the tier-1 employees
    • Defining the scope and specialization of an issue using advanced diagnostic tools and data analysis
    • Determining between the new issue and existing one
    • Finding temporary possible solution or workaround
    • In case of existing bug or impossibility to fix – report it to 3-d Level support
    • Make recommendations to management for process improvements
    • Setting up accounts for staff, ensuring that they know how to log in
    • Setting up and configuring environment for corporate partners
    • Monitoring of application logs for determining and troubleshooting application errors
    • Writing of company internal and external documentation and manuals

    Required skills

    • Technical and analytical skills
    • A willingness to learn new technologies and to obtain technical certifications
    • Few years programming experience at least with one of next scope: PHP, C#, any other OO programming language (Java, C++ ..)
    • Few years experience with SQL (TransactSQL is an advantage)
    • A logical mind
    • Organisational skills
    • Read technical documentation in English language
    • Work well under pressure
    • Interpersonal and communication skills
    • Problem-solving skills
    • Patience
    • Attention to detail
    • Work as part of a wider team
    • Russian language – speaking fluently

    Personal qualifications

    • Ability to multi – task and stay organized in a dynamic work environment.
    • Maintain a professional manner at all times.
    • Enthusiasm for continual learning
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