L2 Application Support

•         Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.

•         Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.

•         Identify, resolve or manage the resolution of system issues

•         Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise

•         Communicate to other department and teams keeping stakeholders and management informed

•         Updating and managing Knowledge base

•         Manage escalation process of issues from L1

•         Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations

Own and track tasks within SLAs

Specialist Knowledge/Experience Required

•         Experience in a relevant position;

•         Experience in software testing and correction

•         Consistent performance under pressure

•         Demonstrated success at troubleshooting and excellent communication skills

•         Strong knowledge/skills in at least 4 areas from the list below:

o    No-SLQ (Mongo)

o    Linux/UNIX systems

o    JSON and XML syntax

o    RESTFul API

o    GIT (understanding, work experience)

o    Basic scripting and programming: XML, JavaScript and Bash

Desirable knowledge/skills:

o    Jenkins (ability to develop jobs)

o    Knowledge of AWS CloudWatch or MS Azure

o    Experience in Confluence apps (Connect, Jira)

o    Message Broker system (AMQ)

•         Work experience with workflow solutions

•         ITIL Certification

•         Familiarity with graphics and video editing software

Desirable:

•         Familiarity with graphics and video editing software

•         Knowledge and experience working with packet analyzer programs

•         Bachelor’s degree or equivalent tertiary qualification or certification

•         ITIL Certification

People Skills

•         Strong team player with ability to work with remote and international teams

•         Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency

•         Self-motivation and drive - confidence to work on own initiative and with limited supervision and

•         Ability to effectively prioritize and manage conflicting internal and external tasks

•         Positive, can-do attitude, problem solver, inspiring and driven

•         Able to communicate effectively at all levels within a large organisation

•         A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed

•         Proven relationship building skills

MUST HAVE

1. Technical Support exp in L2 or L3

2. Exposure to application support

3. API, FTP, Network, AWS, Unix, ,

4. Good analytical thinking and problem solving skill

GOOD TO HAVE

message queue i.e AMQ, SQS

•         Excellent communication skills, both oral and written English

•         Additional languages will be beneficial

•         May be required on occasion to work outside standard working hours

•         Candidates must be eligible to work and live in the country of employment