L1 / L2 Support

E-Solutions; Cataluña; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated support technician to join their remote application team. This role involves ensuring seamless operations through effective incident management, troubleshooting, and user support. The ideal candidate will have a solid technical background, particularly in database technologies and cloud solutions, along with excellent communication skills to articulate complex concepts clearly. If you thrive in a collaborative environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Formación

• 2+ years of experience in a technical support role.
• Strong understanding of business processes and technical requirements.

Responsabilidades

• Process access requests and provide basic application support.
• Log incidents and escalate issues using ITSM tools.

Conocimientos

Customer Service

Database Technologies (Oracle, PL/SQL)

Programming and Scripting Skills

AWS or Cloud Technology

Communication Skills

Educación

Bachelor’s Degree in Technical Field

Professional Certification

Herramientas

ITSM Tools

Descripción del empleo

Language Proficiency - Fluent in English; proficiency in German and French

Detailed Job Description :

What we expect :

We expect a high level of reliability, process adherence, and effective communication, with availability aligned to our operational support hours (including 24/7). The person works remotely but is fully integrated into the application team.

Ideal profile :

• Good understanding of business processes and technical requirements, with a strong focus on customer service and results.
• Proficiency in database technologies such as Oracle and PL/SQL, and competent programming and scripting skills.
• Familiarity with AWS or similar Cloud Technology.
• Bachelor’s degree in a technical or engineering field, or an equivalent professional certification.
• At least two years of professional experience.
• Prior experience in the energy sector is beneficial but not required.
• Fluent in English; proficiency in German and French is highly advantageous.
• Very good communication skills, capable of effectively articulating complex technical concepts to diverse audiences.

Types of entry level tasks (level 1 in nature):

These are front-line, routine tasks that follow standard procedures and are ideal for service desk outsourcing :

• Access request processing (based on defined workflows)
• Basic help on applications

Ticket Logging & Triage

• Logging incidents in ITSM tools
• Escalating issues to 2nd / 3rd level based on prioritization rules
• Observing dashboards for known application / system alerts
• Responding to monitoring tools (e.g., CPU usage alerts, service restarts)
• Notifying responsible teams based on predefined criteria

Predefined Troubleshooting

• Restart services, reset configurations
• Apply step-by-step scripts for predefined standard requests
• Check application / service statuses and logs for predefined issues

Standard FAQs and Knowledge Base Support

• Use of knowledge base articles to resolve common user issues
• Enhance our existing documentation and knowledge base
• Guide users through common tasks (installations, print setup, etc.)

More advanced tasks (e.g., level 2 in nature):

These are technical but standardized tasks that involve deeper knowledge and tools but are still routine enough to delegate :

• Applying configuration changes within set boundaries
• Managing scheduled jobs, scripts, or interface restarts

Incident Resolution Using Known Error Database (KEDB)

• Investigate and resolve issues using documented solutions
• Update records and knowledge base when new solutions are verified
• Scan logs for recurring errors using tools or scripts
• Extract error messages and apply fixes from KB or runbooks

Batch Job Monitoring & Execution

• Monitor batch jobs and workflows
• Rerun failed jobs based on SOPs
• Escalate issues when jobs fail outside of known parameters

Data Fixes Using Approved Scripts

• Run vetted SQL scripts or tools to fix known data issues
• Validate input/output of correction scripts

Application Testing

• Execute functional and regression test cases defined by the application team
• Validate system behavior after changes, deployments, or recovery activities
• Use predefined test plans, checklists, and scripts to ensure consistency and traceability
• Document test results and report deviations or anomalies
• Collaborate with the application team to verify fixes and perform re-tests when required

System / Service Health Checks

• Conduct daily / weekly checks on system components
• Document and report anomalies

Service restore

• Notify stakeholders and coordinate with infrastructure teams as needed
• Execute documented recovery steps like restarts, job re-runs, or scripts
• Confirm recovery through basic application checks
• Update tickets with actions and inform stakeholders of closure
• Escalate to application owners if needed, with relevant context

Thanks & Regards,