software support engineer in maslak

Danışmanlığını yapmakta olduğumuz R&D firmamız için Software Support Engineer arayışımız vardır.

L2 Support Engineer plans, performs, and manages production support tasks and activities which require deep knowledge regarding general application and infrastructure support. The responsibilities and required skills associated with this role may change from time to time to address continuously evolving company objectives. Main duties of L2 Support Engineer are;

- Provide assistance via email, telephone and remote desktop in order to resolve customer problems.

- Conduct independent research in order to find solutions to customer reported problems.

- When necessary, escalate cases to L3 and track cases through closure.

- Create troubleshooting, FAQ’s, Must Gather and other support documents.

- Works on planning and execution of change, problem, incidents, production processes, controls and service requests.

- May create and develop software solutions to application errors reported.

- Provides mid-level to senior-level end-user support, which may include: providing systems administration assistance, coordinating stakeholder discussions, updating user documentation or conducting training.

TECHNICAL

- Basic skills in working with tools like revision control, issue tracking etc.

- Basic knowledge of Linux and Windows operating systems.

- Hands-on use of Unix and/or Linux commands.

- Understanding the principles of software or database systems development.

- Familiarity with database essentials (SQL, installation, sizing, performance).

Experienced DBA skills not essential, but familiarity with using one current RDBMS is preferred.

- Docker-Containers

- Kubernetes

- SSL-TLS-Certs

- Knowledge of shell scripting or programming languages such as Perl/Python/VBScript/Java/JavaScript/C++/C

- 3-5 years of experience in providing support for Java based applications on a Linux platforms.

- 2+ years’ experience with managing Linux operating systems and SQL databases.



PROFESSIONAL

- Fluent spoken and written English skills.

- Excellent written and verbal communication skills.

- Delivery-oriented and ability to work under pressure in a complex business environment.

- An ability to collaborate with the senior leadership and clients' customer teams.

- Represent the company’s best interests at various meetings, and report back.

- Attendance at some customer facing events to give customers exposure to the support team and process.

- Excellent problem solving and analytical skills.

- Ability to troubleshoot complex issues.

- Knowledge of PC usage and related software packages (e.g. outlook, browsers, Sharepoint, Office Suite)

- Experience with general application and infrastructure support (incident, change, problem management, monitoring and reporting), industry delivery and support standards and processes, knowledge management systems, and ITSM tools.

- Experience with ITIL framework, knowledge management systems, contract metrics and SLAs.

- Subject matter expertise in a broad array of specialized areas such as infrastructure systems, enterprise applications such as monitoring tools, databases, information security tools, middleware, messaging, commercial cloud tools, etc.



PERSONAL

- An attitude of quality, diligence and thoroughness is essential; the successful candidate will display a commitment to continuous improvement of processes and deliverables.

- Verbal and written communication skills need to be demonstrated. The successful candidate will be expected to develop and present ideas clearly, and have a passion for resolving customer problems.

- Proven presentation and client facing skills.

- An ability to work in both small and large teams is required.



EDUCATION AND EXPERIENCE REQUIREMENTS

- Minimum of an Bachelor’s degree in Computer Science, Information Systems,

Mathematics, Engineering or related field.

- Minimum one year direct experience with application or infrastructure operations and support in a banking or financial services environment or two years direct experience providing application production support in any other industry.