ABOUT US
Mangonel d.o.o. gathers a highly motivated team of IT professionals that together share close to a 100 years of experience in the complete cycle of business applications development. The success of our clients and partners is our own success and therefore we do our best to help our clients succeed.
Our field of expertise is Enterprise Java Development & Support. For our partner who provides tools that businesses need to create, manage, secure, deliver and measure the success of their videos, we are looking for engineer that will work on L2/L3 troubleshooting as:
Technical Support Engineer
(System Administrator)
Work from Home
IMPORTANT NOTICE
Job Location: Work from home (Serbia)
Working hours*: 18:00 – 02:00 (CET)
* These are available working hours and position is not based on working in shifts.
* Position is tied with the shift included above
IDEAL CANDIDATE WILL HAVE
- Strong troubleshooting skills – ability to deep dive and tackle each problem with great focus
- English proficiency is a must (speaking and writing)
- Proven working experience in enterprise technical support and/or other relevant IT experience (2 – 8 years)
- Experience with Windows and Linux administration (Firewall, LDAP, DNS server, SSO, SAML, FTP, NFS)
- Experience with web and application servers (IIS, Apache Tomcat)
- Experience with MS SQL Databases
- Basic knowledge of Java and web technologies and scripting languages (HTML, CSS, JS)
- Experience with Zendesk and JIRA platform interface is a plus
- Experience with IT ticketing and tracking systems
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Ability to work under deadlines and handle demanding clients
- Diploma in Information Technology, Computer Science or equivalent (ETF, FON, PFM, RAF, Higher School of Electrical Engineering…) is a plus
- Prior experience with late hours is a plus
RESPONSIBILITIES
- Technical Support for Level 2 and Level 3 issues
- Take ownership of reported client’s issues in the form of tickets
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow the standard procedures for escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper tracking and closure of all tickets
- Document knowledge in the form of knowledge base tech notes and articles
- Have active team role and provide help to other support team members
WE OFFER
- Permanent employment
- Full time work-from-home experience
- Remote work with Silicon Valley leaders and world class clients (such as BBC, Bayer, …)
- Working with cutting-edge technologies
If you believe that you meet the requirements, we are strongly encouraging you to apply for this position.
