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L2 Technical Support Engineer

C

Claymore Solutions

50 - 75K PHP
Full-time
N/A

JOB RESPONSIBILITIES

  • Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
  • Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
  • Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams
  • Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
  • Monitor the service components using monitoring tools such as Dynatrace
  • Monitor maintenance announcements of platform providers and inform related teams
  • Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities
  • Keep the services up at highest quality and availability
  • Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
  • Identify, prioritize, escalate issues (when required) to the appropriate teams
  • Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status


JOB REQUIREMENTS

Education and Experience

  • Education: Bachelor's degree in Business Information Technology, Computer Science and any related field
  • Experience: 
  • Knowledge/experience with Javascript or Java programming language;
  • Some experience/knowledge about databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres;
  • Practical experience dealing with network issues;
  • Practical experience with Linux


Technical Skills

  • Knowledge on Software Development Life Cycle (SDLC)
  • Knowledge on working with Ticketing environments (Jira, service desk)
  • Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
  • Strong problem-solving skills with good communication
  • Ability to work under pressure with high sense of urgency
  • Ability to work in flexible hours
  • Good level of English
  • Experience with Event Driven Architecture, RabbitMQ, Dynatrace
  • Knowledge on writing scripts for automation purposes
  • Knowledge on Linux operating system
  • Well-rounded experience with multiple operating systems, Web technologies, and test environments