STEFANINI ROMANIA SRL
Level 2 Support Engineer
We are looking for a Level 2 Support Engineer for a Data Center Infrastructure Management software. This is a permanent employment opportunity that requires the ability to support a variety of technologies that integrates with the DCIM system.
Day to day responsibilities:
The Level 2 Support Engineer will be responsible for handling incidents according to the Incident Process and is a part of Customer Service, with a focus on the technology foundation required to support the application suite and the environments on which it is installed as well as the enterprise-wide applications that integrate with it.
· Communicating with Customers via phone, email or GotoMeeting/WebEx;
· Give feedback to customers on incidents;
· Providing Level, Level 2 and Customer Liaison support as required;
· Retrieve all necessary information for further investigations;
· Classifying logged issues;
· Shall be able to resolve all standard types of incidents;
· Always be able to start an investigation of a previously unknown before escalating incident further;
· Analyzing and recreating issues with the software products;
· Managing environments used for issue investigation and re-creation;
· Escalating technical/business issues as required;
· Recording progress against cases (Knowledge Base Articles / Technical Notes);
· Identifying workarounds for high priority cases;
· Generating detailed documentation;
· During client engagements responsibilities will include assisting with scoping, and identifying resources supporting the client partner.
Skills and competencies required:
· Experience in Microsoft SQL Server (intermediate knowledge of database concepts, database architecture and table relationships, restoring databases, medium scripting knowledge);
· Experience in Microsoft Windows Server (Accounts, Windows Services);
· Understanding of Microsoft Internet Information Services (IIS), Application Pool, IIS Authentication and Permissions;
· Experience in Web API technologies (Web Services, XML, REST, ODATA etc.);
· Knowledge of HTTP protocols and tools (Fiddler, Postman);
· Experience in Requirements Analysis, Installation and Deployment;
· Must have strong design and diagnostic/debug skills and a methodical approach to problem solving;
· Proven success in contributing to a team-oriented environment;
· Proven ability to work creatively and analytically in a problem-solving environment;
· Excellent communication in English (written and oral) and interpersonal skills;
· Excellent customer oriented mindset.
Preferred skills and competencies:
· Service Desk tools exposure (SalesForce experience is a plus);
· Knowledge of various third-party integration components;
· Basic knowledge of HTML/CSS is a plus;
· Understanding programming (Javascript) is a plus;
· Windows System Administration skills is a plus;
· UNIX Administration is a plus;
· Broad knowledge about computer hardware and peripheral units;
· Computer network knowledge;
· Ability to produce documentation utilizing the MS Office Suite;
· Ability to utilize PowerPoint in proposal development;
· Broad understanding of ITIL V3 and its components;
· Understanding of Change Management, Configuration Management, and Release Management ;
· CRM tools;
· 8+ years of experience in IT, System Admin and Application Support roles;
· Bachelor degree or equivalent, preferably in Computer Science/Technology or Engineering;
· Microsoft certification ( MCP, MCSA, MCSE etc…) or other IT certification is a plus.
What we offer:
You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages.
· Soft skills and technical training for current and emerging products and technologies;
· Career development: opportunity to grow within the company;
· Special referral bonuses for recommending your friends;
· Private Medical subscription;
· A monthly budget for flexible benefits program that includes public transportation reimbursement and meal tickets, sport & wellness, telecom & electronics, children & parents, holiday & culture, tourism;
· Relaxation rooms (foosball table, ping pong, board games);
· Massage sessions;
· Extra vacation days;
· Flexible working hours and work from home, aligned with project needs;
· Friendly team who is eager to meet you.