Support Engineer

R Systems; Białystok; On-site; PLN 60,000 - 90,000; Full time

Job summary

R Systems is seeking an experienced 1st Line Engineer to join our team of innovators. You will work as a L1 Support Engineer on IT projects for clients in the IT industry and gain experience in complex IT environments.

You will monitor alarms, respond to incidents, and escalate when needed while maintaining high service levels. The role requires clear communication and the ability to handle 12h shifts.

Qualifications

• Experience in 1st line IT support
• Familiar with monitoring and logging tools
• Strong communication skills
• Ability to work in a 12h shift

Responsibilities

• Monitor alarms and system performance to maintain and exceed SLAs
• Undertake planned activities per operational procedures
• Execute event and analysis reports for stakeholders
• Escalate issues per processes to ensure SLA adherence
• Recommend improvements to monitoring and procedures
• Log and document issues via tools, web, email and phone
• Communicate status of issues and events to track actions
• Assist in onboarding operator integrations
• Work 12h shifts

Skills

Monitoring

Incident management

Communication

Teamwork

Job description

R Systems is searching for an experienced 1st Line Engineer to join our team of innovators!

You will work as a L1 Support Engineer in projects for clients in IT industry. You will be able to gain experience in working with complex IT projects. You will have a possibility to work in international environment in growing operations department.

Your contribution:

• Monitoring alarms, alerts and system performance to ensure service levels are maintained and exceeded, taking remedial action to address issues in accordance with the prescribed processes
• Undertake planned/scheduled activities in line with Operational Procedures
• Execute event and analyses reports for various stakeholders
• Escalate issues in line with operational processes to ensure SLA performance is adhered to
• Make recommendations on how to improve system monitoring, performance, processes and procedures
• Log and document all issues & communication via operational tools, web, email and phone
• Actively communicate status of issues & events, tracking actions to ensure appropriate audit trail is in place
• Assist in the onboarding of operator integrations
• Work 12h shifts

Bring along:

• Highly motivated individual who understands the importance of your role to the success of the team.
• Have a ‘Can do’ proactive attitude and demonstrating an eagerness to learn and acquire new skills and experience.
• Ability to work within a 12h shift
• Level head, calm and clear thinking, open minded and flexible
• Excellent communication skills, both written and verbal
• Understands the architecture of a typical business IT system, including hardware, OS, server, virtualization, middleware and applications