Project Overview:

With great experience come great projects. Just imagine: you can develop a product that should completely change the business of one of the world's largest companies! 

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space. 
A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services. 

Рекрутинг лід
Анастасія Кісельова
Responsibilities:
  • Take active part in issue resolution of any complexity, severity or scale;
  • Be reliable, friendly and trustworthy frontline of the support/service desk;
  • Respond and react to incoming issue requests;
  • Assist and help users resolving their issues;
  • Extract and collect issue details from users;
  • Provide consultations and advices to users;
  • Report any out-of-scope issues, that cannot be resolved;
  • Take part in issue escalation and progress tracking;
  • Gather and report issue occurrence and resolution statistics;
  • Elaborate ideas on improving and optimizing support activities;
  • Ensure enterprise systems and business continuity;
  • Process, analyze incidents and monitor their fixing;
  • Ensure that RCA provided/documented for each critical incident (Postmortem);
  • Provide communication with external vendor;
  • Concentrate on providing best value for users;
  • To be ready for a 24*7 team work, 10h shift.
Requirements:
  • 2-3 years of experience as a L2 support specialist;
  • L3 experience as a big plus:
  • Bachelor’s or master’s degree in Computer Science or related fields;
  • Understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
  • Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
  • Good practical knowledge of Unix/Linux;
  • Good TCP/IP knowledge;
  • Experience with monitoring tools (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, etc.);
  • Understanding of CI/CD process and implementation experience;
  • Strong knowledge of Service Desk activities, Incident and Problem management  principles and best-practices;
  • Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
  • Strong communication skills, soft skills and stress-resistance is a must;
  • Good English level is required, both spoken and written;
  • Empathy, psychology and trusted communication building skills are a plus.

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