L2 Application Support

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.

• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.

• Identify, resolve or manage the resolution of system issues

• Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise

• Communicate to other department and teams keeping stakeholders and management informed

• Updating and managing Knowledge base

• Manage escalation process of issues from L1

• Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations

Own and track tasks within SLAs

Requirements

Specialist Knowledge/Experience Required

• Experience in a relevant position;

• Experience in software testing and correction

• Consistent performance under pressure

• Demonstrated success at troubleshooting and excellent communication skills

• Strong knowledge/skills in at least 4 areas from the list below:

o No-SLQ (Mongo)

o Linux/UNIX systems

o JSON and XML syntax

o RESTFul API

o GIT (understanding, work experience)

o Basic scripting and programming: XML, JavaScript and Bash

Desirable knowledge/skills:

o Jenkins (ability to develop jobs)

o Knowledge of AWS CloudWatch or MS Azure

o Experience in Confluence apps (Connect, Jira)

o Message Broker system (AMQ)

• Work experience with workflow solutions

• ITIL Certification

• Familiarity with graphics and video editing software

Desirable:

• Familiarity with graphics and video editing software

• Knowledge and experience working with packet analyzer programs

• Bachelor’s degree or equivalent tertiary qualification or certification

• ITIL Certification

People Skills

• Strong team player with ability to work with remote and international teams

• Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency

• Self-motivation and drive - confidence to work on own initiative and with limited supervision and

• Ability to effectively prioritize and manage conflicting internal and external tasks

• Positive, can-do attitude, problem solver, inspiring and driven

• Able to communicate effectively at all levels within a large organisation

• A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed

• Proven relationship building skills

MUST HAVE

**1 **. Technical Support exp in L2 or L3

2. Exposure to application support

3. API, FTP, Network, AWS, Unix, ,

4. Good analytical thinking and problem solving skill

GOOD TO HAVE

message queue i.e AMQ, SQS

• Excellent communication skills, both oral and written English

• Additional languages will be beneficial

• May be required on occasion to work outside standard working hours

• Candidates must be eligible to work and live in the country of employment