Support Specialist L1 in Intellias

Пряме повідомлення учасника, який розмістив вакансію, з Intellias Mariana Hurska Mariana Hurska Talent Delivery Specialist at Intellias 🇺🇦 As an IT Support Engineer (L1), you will be responsible for delivering high-quality technical support over the phone and via ITSM tools to our global customer base. You will work closely with other departments to meet our customer's needs and ensure an exceptional level of customer service. Your main focus will be to provide first-level diagnosis and troubleshooting support to end-users, fulfilling their requests and resolving their technical issues.Requirements:Around 1-2 years of experience as a L1 support specialist;Proficient user of Word, Excel, PowerPoint; Understanding of Microsoft enterprise office and cloud solutions: Office 365, SharePoint, etc.;Basic knowledge in domain systems administration and configuration, Active Directory, Windows-related policies configuring;Basic knowledge of MS Windows, LinuxBasic Understanding of E-commerce Platforms. Familiarity with common e-commerce platforms (e.g., Magento, Shopify, WooCommerce).Basic knowledge of website content management systems (CMS) for example Wordpress.HTML/CSS. Basic understanding of HTML and CSS for troubleshooting website issues.Networking Basics. Understanding of basic networking concepts and troubleshooting internet connectivity issues.Database Basics. Basic knowledge of databases and SQL queries for investigating data-related issues.Experience with monitoring tools will be a plus (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, NewRelic, etc)Understanding of Incident and Problem management principles and best-practices;Experience with using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;Excellent communication and analytical skills;Multitasking 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.ResponsibilitiesTake active part in issue resolution of any complexity, severity or scale for company eCommerce websites;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;Provide communication with external vendor;Concentrate on providing best value for users;Proactively Maintain support knowledge base;Must be willing to work in ashifting schedule, on a 24/7 basis; Show more Show less Position level Senior secondary level Type of employment Full-time Job responsibilities Engineering Industries IT services and IT Consulting