L2 Support Engineer
hace 5 meses
What's this role about?
Ensure all requests, incidents, and queries are triaged in Service Management tool within agreed SLAs. Evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions. Perform requirements analysis. Document and communicate the results of your efforts. Work closely with clients, technicians, and managerial staff. Ensure solutions meet business needs and requirements. Perform user acceptance testing.
What skills and experience do you need?
Experience working with customers. Experience with SQL or MS Excel for data processing or reporting. High knowledge of English and Portuguese languages (> 70% Level). Knowledge in Database Administration SQL. Knowledge in MS Dynamics is a plus. Capable of identifying trends and using statistics to interpret data. Ability to evaluate the current environment, gather needs, and propose a recommended CM solution. Basic understanding of how the Internet works (Servers, Packages, IPs, Clients, . Curiosity and business acumen. Self-starter and driven. Very good analytical thinking focused on details. Organized, methodical, and structured approach to work with attention to details. Strong written and verbal communication skills.
What's in it for you?
Desirable skills
Windows or Linux administration. MS Dynamics. Previous experience in analyst positions. Some technical skills and understanding of the software development lifecycle. Understanding of developing languages such as VBA, C++, Python, Java. Design/architect skills: Ability to define and design CM standards for the technology. Experience of working with IT customer service, support operation, and project management. Knowledge of SLA structure.-
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