technical support engineer

HireHi; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Intellias ищет специалиста по технической поддержке для работы в режиме удаленной поддержки. Требуются 2+ года опыта и сильные коммуникативные навыки на английском языке. Офисная работа с использованием Jira/Confluence/Zendesk, знание API и Kubernetes приветствуется.

Основные задачи включают обработку запросов, анализ логов, устранение инцидентов и обучение сотрудников. Возможна удаленная работа из любой локации с международным охватом.

Qualifications

• Имеется 2+ лет опыта в технической поддержке или IT-поддержке.
• Образование или коммерческий опыт в области информационных технологий/компьютерных наук.
• Базовые знания аппаратного обеспечения сервера, ПО и операционных систем.
• Опыт анализа и устранения проблем, умение разбирать сложные технические вопросы.
• Опыт работы с сервис-д desk системами (Jira, Confluence, Zendesk или аналогичные).
• Отличные коммуникативные навыки и свободное владение английским языком.
• Базовые знания API и инструментов API (Postman, Swagger); умение работать с Azure API Management.

Responsibilities

• Ответ на обращения пользователей и управление службой поддержки, обеспечение своевременного реагирования и решения инцидентов.
• Базовый анализ журналов и устранение неполадок баз данных.
• Расследование повторяющихся технических проблем и предложение улучшений.
• Наставничество младших сотрудников и обмен знаниями в команде.
• Настройка учетных записей пользователей и рабочих станций; ведение документации и FAQ.

Skills

Technical support

English fluency

Troubleshooting

Communication

API knowledge

Monitoring tools

Kubernetes basics

ITIL basics

Education

Information Technology / Computer Science degree

Tools

Jira

Confluence

Zendesk

Postman

Swagger

Azure API Management

Grafana

Prometheus

Kubernetes

Job description

Описание: Intellias is a technology company with over 20 years of market experience, bringing together technologists, creators, and innovators across Europe, North and Latin America, and the Middle East. It develops technology solutions for clients across Mobility, Retail, Financial Services & Insurance, Travel & Hospitality, Telecom & Media, and other industries.

Задачи: Respond to technical support requests and manage the service desk, ensuring timely response and resolution of issues; Perform basic log analysis and database troubleshooting; Conduct advanced troubleshooting of server and network infrastructure issues; Investigate and analyze recurring technical problems; Drive support matters through to resolution; Mentor junior team members and share knowledge to enhance team performance; Suggest improvements to reduce future support tickets; Communicate with users to understand and address their needs; Analyze and troubleshoot common customer issues; Escalate complex problems to higher‑level support teams; Set up and configure new user accounts and workstations; Maintain internal documentation, including FAQs and knowledge base articles; Learn and apply new IT skills under the guidance of senior staff and shadow senior team members; Engage in continuous training and development activities and participate in internal training sessions.

Требования: 2+ Years of experience in a technical support or IT support role; Degree or commercial experience in Information Technology, Computer Science, or a related field; Basic knowledge of server hardware, software, and operating systems; Proven experience in troubleshooting and problem resolution; Ability to analyze complex technical issues; Experience with IT support flows and escalation processes; Experience with help desk software such as Jira, Confluence, Zendesk, or similar tools; Excellent communication skills and fluency in English; Basic knowledge of APIs; Basic experience with API tools such as Postman and Swagger; Basic experience with Azure API Management; Ability to read logs and analyze metrics; Knowledge of monitoring platforms such as Grafana, Loki, and Prometheus; Basic knowledge of Kubernetes; Basic knowledge of TCP/IP; Practical understanding of ITIL processes, including Incident, Problem, Change, Service Request, and MIM; Ability to work in 24/7/365 shifts; Ability to work independently and manage multiple tasks; Good analytical and problem-solving skills; Good time management and prioritization skills; Strong communication and customer service skills; Eagerness to help and provide service to users; Stress resilience and ability to handle customer queries calmly; Enthusiasm for learning new technologies and methodologies; Ability to adapt to dynamic environments and keep up with client requirements; Nice to have: Certifications such as CompTIA or Microsoft Certified Professional, multilingual skills, experience with AWS, Azure, or GCP, experience with automation tools and scripts, knowledge of Kafka, basic knowledge of network and domain systems administration and configuration, Active Directory, Windows-related policy configuration, virtualization, and application logs such as Java application logs.

Условия: Remote work from Ukraine; No conditions specified.