Middle Solution Support Engineer (L2)

Eleks; Argentina; Presencial; ARS 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Challenging tasks

Influence on tech

Professional team

Dynamic environment

Descripción de la vacante

Eleks is seeking a NOC technician to support a portfolio of global clients. You will respond to monitoring events, investigate issues, and perform basic infra maintenance, escalating to L2/L3 when needed.

Join a specialized Shared Support team with opportunities to work on multiple projects, optimize monitoring setups, and contribute to IT process documentation while developing your troubleshooting skills and English communication with customers.

Formación

• 3+ years in technical or customer support role.
• Strong IT infrastructure and computing concepts knowledge.
• 2+ years Linux administration experience.
• Experience with AWS or Azure cloud platforms.
• Familiar with monitoring/observability tools (DataDog, New Relic, Grafana).
• Kubernetes experience.
• Basic database administration knowledge.
• Strong troubleshooting and log analysis skills.
• Excellent English, written and spoken.

Responsabilidades

• Collect information to start issue investigations.
• Investigate and reproduce customer issues.
• Resolve service requests and incidents per SLA.
• Monitor IT systems and adjust thresholds as needed.
• Document resolutions in the ticketing system.
• Escalate to L2/L3 when required.

Conocimientos

Linux administration

Cloud platforms

Monitoring & observability

Kubernetes

Log analysis

Troubleshooting

English communication

Teamwork

Customer-oriented

Herramientas

DataDog

New Relic

Azure Monitor

AWS CloudWatch

Grafana

Descripción del empleo

The Shared Support team is a specialized, advanced group that provides high-quality support services to various small and midsize organizations worldwide.

As a NOC technician, you will provide technical support for the portfolio of customers in a wide variety of stacks and domains. This role will require working on multiple projects, responding to monitoring events, resolving critical issues, optimizing and configuring monitoring, performing basic infrastructure maintenance, escalating complex issues to L2/L3, and solving various service requests.

REQUIREMENTS

• 3+ years of experience in technical/customer support or a similar role
• Good understanding of computing concepts, hardware, and IT infrastructure
• 2+ years of Linux administration experience
• Experience with cloud platforms (AWS or Azure; experience with both is a plus)
• Experience with monitoring and observability tools (DataDog, New Relic, Azure Monitor, AWS CloudWatch, Grafana)
• Experience with Kubernetes
• Basic knowledge of database administration
• Basic network troubleshooting and diagnostics skills
• Ability to analyze logs and investigate technical issues
• Strong troubleshooting and root cause analysis skills
• Strong communication and customer-oriented mindset
• Ability to multitask, prioritize, and work effectively in a team
• Upper-Intermediate or higher English, both written and spoken

RESPONSIBILITIES

• Gather all required information to start the issue investigation
• Investigate and reproduce customer issues
• Promptly resolve service requests, events, and incidents to the satisfaction of all
• Proactively monitor various IT systems and adjust monitoring thresholds as needed
• Document all resolutions through the support desk system and maintain IT process documentation
• Take ownership of resolving or escalating customer requests in accordance with SLAs and incident management protocols

WHAT YOU WILL GET WITH ELEKS

• Close cooperation with a customer
• Challenging tasks
• Ability to influence project technologies
• Team of professionals
• Dynamic environment with low level of bureaucracy