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Job Description
- Provide prompt and professional technical support to customers via phone, email, chat and our standard ticketing system, and make sure the customer is updated regularly.
- Diagnoses, research, troubleshoot and identify solutions to software issues.
- Ask customers targeted questions to have a clear understanding of the customer’s problem.
- Track customer’s system, hardware, and software issues through to resolution, within agreed time limits (respect the various SLAs).
- Properly escalate unresolved system software issues to software developers.
- Provide prompt and accurate feedback to customers including actions of fix and RCA.
- Refer to internal knowledge base or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with customers to ensure their systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of articles and manuals to enrich the support knowledge base and generate reports on support activities and trends.
- Stay updated with new technologies, product updates, and industry trends.
- Provide feedback and suggestions for improving support processes and tools.
Job Requirements
Functional Skills:
- Excellent interpersonal and communications skills with colleagues and clients either verbally or in writing.
- Fluency in English is a must.
- French and Italian languages are a plus.
- Excellent problem-solving and troubleshooting skills.
- Ability to manage multi-tasking and prioritize effectively.
- Strong attention to detail and accuracy.
- Ability to work independently and as part of a team under general supervision.
- 3-10 years of experience in maintaining and troubleshooting microservices-based applications deployed across multiple servers at customer sites.
Technical Skills:
- Bachelor’s degree in IT, Computer Science, Telecommunications, or similar.
- Experience in mobile telecommunication systems (4G, 3G and 2G) and analysis tools like Wireshark
- Hands-on experience with Linux (Debian, Fedora) and Windows server OS environments.
- Strong understanding of OS administration (SSH, disk/log management...).
- Familiarity with networking concepts (LAN, VLAN, DNS).
- Experience with remote access tools (RDP, Any desk, Citrix…).
- Knowledge of cloud services (AWS...) is plus.
- Good database knowledge (SQL, MongoDB, PostgreSQL).
- Familiarity with monitoring tools (Zabbix, Grafana, Prometheus).
- Good scripting knowledge (Shell scripts, Bash).
- Strong understanding of Docker Management.
- Basic knowledge of Kubernetes is a plus.
- Experience with ticketing systems (Jira or similar).