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Ref. č.: 202002

Application Specialist (L2)

Pozice: Nezadáno

Začátek: 17.05.2021

Konec: Nezadáno

Město: Praha - Karlín, Česká republika

Způsob spolupráce: Dlouhodobá spolupráce

Hodinová sazba: Nezadáno

Poslední aktualizace: 04.05.2021

 Popis úkolů a požadavky

Job role: The 2nd level Application Specialist is responsible for providing solutions for problems that cannot be handled by the 1st level. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries. Key Performance Indicators: • Provide effective IT support services across all clients both onsite and remotely • To ensure that all incidents are closed within SLA • To ensure that all installations are completed in a timely and professional manner and that deadlines are either achieved or exceeded upon • Working with customers and internal teams to ensure operational and service excellence is delivered and maintained Main responsibilities: • Providing admin and server support • Supporting Level 1 support team, Partners network and our Cloud infrastructure • Escalating IT issues within the team where necessary • Providing support for identified Level 2 and Level 3 issues where configuration solutions have not yet been documented • Providing ticket routing and escalations to Level 3 support • Gathering and analysing information about the user’s issue and determining the best way to resolve their problem • Providing on-call support for our SLA customers Incidents / problems • Provide exceptional service support to the business • Provide solution(s)/work around(s) to incidents and problems • Contribute to polices, processes and procedures • Install, maintain and support new applications • Work to SLA thresholds for incident(s), request(s) and problem(s) • Establishing a good working relationship with the business and customers • Keep up to date with advancements in technology • Systems and performance monitoring • Reporting faults within the helpdesk system • Providing support for mobile devices • Perform any other reasonable duties consistent with the role as required Person specification: Behaviours: • Works within the team and assists others, where required, to achieve a common goal • Listens to and is open to ideas and suggestions from others • Use initiative to ensure that high importance deadlines and SLAs are met • Takes every opportunity to go the extra mile for the company • Always willing to cooperate and assist • Understands the impact of own behaviour and language on others and modifies as appropriate Relevant Experience and Qualifications: Mandatory: • Advanced experience with Linux administration and basic knowledge of Windows Server • Understanding of SMTP, IMAP, POP3, FTP, HTTP and DNS • Experience with administration of Active Directory / LDAP • Knowledge and understanding of databases (we work with MySQL and SQLite) • Knowledge of virtualisation tools (KVM, XEN, VMWARE) • Knowledge of scripting in Bash/Python • Good organisational, time management and prioritisation skills • Clear written and verbal skills • The ability to communicate confidently and clearly to customers, both written and over the telephone • English/Czech on B2/C1 level Desirable: • Previous experience with our products • Previous experience using helpdesk applications (ZenDesk, Jira, Intercom) • Previous experience with a mail server • Knowledge of S/MIME • Windows 7, 8, 10 and macOS • Linux CentOS, Ubuntu, Debian • iOS/Android


2nd & 3rd Level Support
L2 Support

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