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Medior L1 Support Engineer

Remote:

Full Remote

Contract:

Full time

Work from:

Belgium

Offer summary

Qualifications:

BSc/BE/BTech in IT or Computer Science, Minimum of 3 years in support engineering, Knowledge of Big Data Technologies and Linux, Experience with SaaS service monitoring systems.

Key responsabilities:

Provide Level 1 support 24/7
Troubleshoot and resolve client issues

NGDATA

51 - 200 Employees

See more NGDATA offers

Job description

NGDATA’s purpose and our way of achieving this purpose is greatly impacted by our solution, the Intelligent Engagement Platform. As Support Engineer, you'll play a vital role in ensuring that our international clients and partners receive the top-notch support they deserve. You'll be part of a dynamic and skilled team of professionals in our support and operations department, and you'll have the opportunity to make a meaningful impact on the way we deliver our support services to clients.

Opportunities

Provide L1 support to NGDATA’s international clients and partners
Report and work closely together with the support service manager and the other L1 support engineers, as well as collaborating with the QA team
Work closely together with NGDATA’s Professional Services and Product & Engineering teams
Continuous learning possibilities on SaaS solution offerings and contribute to the delivery of value to our customers and partners
Work in a SaaS environment with Big Data and AI/ML technologies.

tasks and Responsibilities

Handle Level 1 support for NGDATA on a 24/7 basis with your colleagues
Manage the flow of issues reported by the client and handle communication with clients and different stakeholders within NGDATA
Research, diagnose, troubleshoot, and identify solutions to resolve issues
Help the support team to improve on best practices, be it on scripting, troubleshooting, internal or external communication or knowledge base documentation; and
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Occasionally, supporting the QA team during regression testing of a new product release.

competence profile

Background/Education requirements

BSc/BE/BTech degree in Information Technology, Computer Science or relevant field is mandatory

Experience/Skill requirements

Minimum of 3 years in support engineering roles, with advanced troubleshooting techniques and the ability to manage more complex issues.
Knowledge of Big Data Technologies (Hadoop ecosystem), Linux and shell scripting .
Experience with SaaS service monitoring systems (Atlassian Opsgenie, Grafana, etc.).

Personal Competences

Analytical skills to diagnose and troubleshoot issues effectively
A team player who can collaborate effectively with colleagues and different stakeholders
The ability to work well under pressure and remain stress-resistant, even during high-pressure situations
A strong desire to learn and develop new skills
A proactive approach to problem-solving, with the ability to take initiative when needed
Excellent communication, coordination, and documentation skills to ensure effective communication with clients and colleagues
Fluency in English is essential, both in oral and written communication, as you'll be working with international clients and colleagues