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L2 Support Engineer, Budapest

Utolsó frissítés 2024-06-22
Lejár 2024-06-22
ID #2130474758
Free
L2 Support Engineer, Budapest
Hungary, Budapest, Budapest,
Módosított April 25, 2024

Leírás

This is your role Step into a pivotal role where problem-solving meets unparalleled customer service! As a 2nd Level Support expert, you’ll be the go-to expert, offering top-notch assistance to partners and customers.

From diagnosing and troubleshooting complex issues to resolving critical incidents, your knack for clear communication and staying cool under pressure will shine.

Join us as the frontline liaison between our tech teams and our valued partners, ensuring seamless support and exceeding service level expectations. Base location: Budapest (you are expected to reside within commuting distance)Work arrangement: Hybrid Key Responsibilities: Manage ticket intake across support levels (L2, L3, Consulting) and ensure resolution within specified SLAs.

Assist partners and customers in utilizing documentation and Nevis Academy (Nevis learning platform) training, troubleshooting their queries.

Conduct detailed analysis of integration logic and system processes to provide comprehensive solutions Document investigative steps and escalate technical issues to Product, Engineering (L3), or Consulting teams.

Ensure proper escalation channels, holding parties accountable for timely responses within SLAs.

Take proactive ownership of assigned tickets via Nevis Portal and Zendesk ticketing system.

Communicate timely and precise information to customers, partners, and colleagues, proposing viable solutions.

Collaborate with colleagues to align solutions with customer requirements.

Manage multiple open tickets simultaneously and ensure completeness and relevance to customer requirements Share your valuable knowledge with Support colleagues.

Contribute insights for general process enhancements and maintain updated product knowledge.

This is you Your the most ideal candidate for the role if you have: BSc/MSc degree in Information Technology or equivalent work experience2-4 years of Technical Support experience on a L2 level Experience in consulting and/or customer-facing technical positions Experience in root cause hands-on investigation, incident management and ticketing systems Work experience with computer networks, including load balancers, web application firewalls, DNS, HTTPS, SSL/TLSWork experience with Docker, Kubernetes, Open Shift, and cloud platforms such as Microsoft Azure or Amazon Web Services Basic understanding of SQL and relational databases such as Maria DB, Oracle or similar.

Excellent and professional verbal and written communication skills in English Nice to have: Understanding of Identity and Access Management technologies and protocols such as OAuth2, Open ID Connect, SAML2, LDAP Apply if you're driven by a hunger for knowledge, fueled by a positive attitude, and possess a service-centric mindset.

We're seeking passionate individuals who embody a 'can-do' spirit, eager to learn, solve challenges, and consistently deliver exceptional experiences.

If you're someone who thrives on problem-solving and is dedicated to providing the best possible service, we'd love to welcome you aboard our dynamic team.

Why us? By joining our team of highly motivated industry experts, you have the immense opportunity to learn, evolve, and navigate the ever-growing world of cybersecurity with us.

Our collaborative company culture and diverse workforce empower you to reach your full potential.

Our 2+ decades of experience demonstrate passion and innovation.

We are constantly adapting to keep up with the changes in security infrastructure and meet the stringent requirements of digitalization.

Together, we can make a lasting impact by making the digital world a better and safer place.

What we offer at each of our locations: Competitive salary Performance-related bonus Flexi-time & hybrid working module Substantial healthcare coverage Educational/professional development programs Parental support Ample paid time-offs and holidays Round the clock employee assistance program (EAP)Country-specific benefits per local regulations

Munka részletei

Munka típus: Teljes idő
Szerződéstípus: Állandó
Fizetés típusa: Havi
Foglalkozása: L2 support engineer

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