L1 Support Engineer
L1 Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
OPERATIONS AND SUPPORT ENGINEER - LEVEL 1
The candidate will part of the L1 Operations and Support in charge of
providing Tier I technical support and incident management for hosted and
managed services. This is a global team that delivers 24/7 support and
incorporates service monitoring to meet the requirements of customer service
level agreements.
A week in the life of an Operations and Support Engineer L1:
You will establish and maintain contact with customers for request and
incident management.
You will deliver Tier I technical support for customers on hosted and
managed services and escalate critical issues to Tier II support.
You will provide service monitoring and associated predefined actions
on hosted and managed service and escalate to Tier II as needed.
You will support recurring service operations on hosted and managed
services.
You will participate to the handover from set-up to production by
reviewing service documentation and monitoring testing and internal
tools.
Service support COS:
Manage Incidents/Service requests within SLA tracking SLA
and taking actions in case of deviation.
Ensures the incident are acknowledged investigated and resolved as per
contract agreement:
Response time (MTTA)
Resolution time (MTTR)
Cloud Base Solution offers (AWS GCP Docker Kubernetes...)
Monitoring tools (Datadog Splunk Pagerduty ...
Linux networking (TCP/IP Firewall Load Balancer tcpdump wireshark...)
Scripting (Bash Python Java...)
Minimum Requirements: Skills Experience & Education
Include minimum experience qualifications required proficiencies with
specialized knowledge computer proficiencies etc.
Bachelor of Engineering (Ingeniero Tcnico) or a Bachelor of Science
2 years of experience in operation or support
Working on shift to offer our customers a 24/7 service
Good to have experience in managing Splunk App development scripting and
log management solution design
Knowledge of ITIL and Service Delivery best practices. ITIL certification would
be appreciated
Knowledge on AWS/GCP Cloud monitoring tools networking infrastructure
Linux and mobile application
Experience in direct cooperation with international customers
English Able to handle a business conversation
Employment Type
Full-Time
