Technical Support Specialist / Helpdesk 2nd Line (L2)
Responsibilities:
- Handling user requests. Communication channels: incident registration system and email (written).
- Identifying typical and atypical issues in user requests;
- Forwarding complex user requests to technical support specialists or development department employees;
- Maintaining a log of events for user requests;
- Creating a knowledge base for typical user issues;
- Explaining to users how to resolve technological problems in typical cases;
- Simulating user-reported problems in a test environment and preparing a problem description for the development department;
- Participating in the testing of supported systems;
- Preparing test data for testing purposes.
Skills of a successful candidate:
- Understanding of web application architecture principles (server, browser, HTTP);
- Understanding of database architecture principles;
- Experience with browser developer tools;
- Experience working with bug tracking systems;
- Experience searching for answers in technical logs;
- Proficient written communication skills.
- English language level sufficient for communication with English-speaking users
- Knowledge of Linux
What we offer:
- Interesting projects and tasks, as well as opportunities for professional development;
- Fully remote work – we are location-independent, bringing together the best employees regardless of their location;
- Generous knowledge and experience sharing;
- Adequate management, non-bureaucratic approach to discussing work processes;
- Salary level determined finally with the successful candidate.
- Full-time employment, flexible working hours
