Technical Support Engineer

We are looking for a Technical Support Engineer L2 who will be mainly in charge of providing operational support for tickets escalated by Service Desk teams. You will diagnose and troubleshoot software and offer support for the client's internal strategic business applications and infrastructure.

Responsibilities:

• Follow the internal client ticketing tool and provide accurate documentation in the Tickets;
• Offer support for the client's internal strategic business applications;
• Remediate, mitigate and administration of the business applications and infrastructure;
• Follow the agreed service procedures, resolve or escalate received tickets within the agreed SLA times;
• Investigate ongoing problems and provide root cause analysis for both performance and stability issues on Linux platforms;
• Provide 2nd line technical support working with the L3 to resolve critical issues, troubleshooting and fixing failures;
• Manage monitoring alerts on application and interface level;
• Monitor system technical availability and performance;
• Monitor and troubleshoot the technical connectivity with customers;
• Implement new checkpoints on the monitoring tool;
• Account management setup, configuration and job automation;
• Start / Stop / Restart of individual services;
• Work in contact with technical teams of the customers for the connectivity setup or troubleshooting;
• Cluster maintenance;
• Prioritize incidents and allocate it to correct team;
• Responsible for building/maintaining technical and training materials in central repository;
• Help the client with all the necessary information;
• Maintain internal team documentation - process changes, configuration documents etc.;
• Coordinate regression testing with Level 3;
• Report on Support SLA and owe the issues until resolution.

Job Requirements

• Good understanding of Linux Operating system (min 1 year);
• Understanding of Database Scripting and ability to write basic SQL commands (MySQL);
• Previous experience of working in a support environment and maintaining SLAs or Application support Team;
• Ability to understand PHP code (previous development experience is great to have, but not mandatory);
• Integrations basic knowledge is a plus. MuleSoft: Log analysis, Support Rabbit AMQP, Splunk and MongoDB (previous experience is great to have, but not mandatory);
• Cloud platforms basic knowledge (previous experience is great to have);
• Ability to operate with demanding Senior IT Management;
• Previous experience in an application support Team is welcomed;
• Customer centric mindset, can do attitude and attention to detail;
• Proactive approach, ability to work on own initiative and as a team member;
• Strong problem-solving skills;
• Good level of English (read/write/speak);
• Ability to work in shifts on a rotating schedule.

What We Offer
You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages:

• Soft skills and technical training for current and emerging products and technologies;
• Career development: opportunity to grow within the team;
• Special referral bonuses for recommending your friends;
• Private Medical subscription;
• Friendly team who is eager to meet you.

What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at RecruitmentEMEA@stefanini.com for verification.

Key Points to Remember:
Legitimate job offers only follow interviews conducted with our hiring managers or clients.
We will never ask for payment at any stage of the recruitment process.

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