Project Overview:
Our client is the fastest-growing global tobacco manufacturing company. An international corporation with over hundred years of history, internationally recognized brands and Reduced-Risk Products. Intellias mission is to support their strategy and efforts in 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 main differences.
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, 8h shift.
Requirements:
- 2-3 years of experience as a L1/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.
