Senior Support Engineer
New
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EPAMIT Support
Opportunity to work remotely within PolandFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English B2+
- Experience
- 3+ years
- Required Skills
- SQLLinuxServiceNowNetworking
Requirements
- 3+ years of hands-on experience in customer or technical support.
- Advanced proficiency in OS administration (Windows/Linux) and databases.
- Experience in service monitoring.
- Strong command of MS Office Suite.
- Ability to perform complex database queries for diagnostic purposes.
- Understanding of networking concepts (DNS, TCP/IP, VPN).
- Working knowledge of Cloud platforms (AWS, Azure, GCP).
- Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Zendesk).
- Strong knowledge of ITIL processes.
- Fluent English (B2+) with excellent communication skills.
- Readiness to work non-standard shifts including weekends, holidays, and night rotations.
Responsibilities
- Own and drive the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation following ITIL/ITSM best practices.
- Process and respond to alerts, emails, and phone calls with high accountability.
- Perform advanced application health checks and proactive monitoring.
- Apply knowledge of on-premises and cloud infrastructure to troubleshoot incidents.
- Lead technical bridges, phone conferences, and customer workshops independently.
- Maintain and improve the Knowledge Base to ensure accuracy.
- Drive continuous improvement of ITIL/ITSM support processes and train team members.
- Assist with reporting, ticket quality checks, and trend analysis.
- Act as a technical trainer, coach, and mentor for junior and mid-level support engineers.
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