компания "adenza" role description: in the absence of the call center layer, application support engineer provides initial troubleshooting and subject matter advice for application and infrastructure issues via dedicated communication channels. the application support engineer does not handle incoming calls. most of the communications with clients are handled in written form. however, audio- and screen-sharing sessions with clients will happen, though these activities are usually scheduled in advance and take 25% of working time or less. the job involves a periodic stand-by duty on a weekend (compensated as overtime if any actual work needs to be performed). this position mandates a relocation to georgia! duties and responsibilities: properly acknowledge incoming tickets in accordance with sla, provide initial response and diagnose the issues based on the internal knowledge database and own application / technical expertise ensure that the issue is clearly understood, and that sufficient evidence is present before attempting to provide the reporter with a resolution or escalating to the next level of support timely escalate issues in accordance with internal slo and accompanied with clear and detailed handover be able to provide clarifications on the product functionality to external and internal customers, supply relevant documentation. diligently document all steps of interaction with customer and properly communicate the issue status to clients and senior axiomsl staff. maintain support documentation and updаtеthe knowledge database. continuously improve the knowledge of the current axiom software releases and competency in the underlying system architecture, infrastructure and employed programming tools. required: excellent spoken and written english is a must unwavering adherence to formal processes, minute attention to details experience with ms windows and\or linux administration (command line level) if you are familiar with any of these technologies\languages\areas that would be a great plus:tcp\ip, sql, java, xml, apache tomcat, amazon cloud, scripting languages at least two years of experience in system administration and\or application\network\service support ability to quickly search, learn and explain technical information ability to provide customer-oriented service and to take ownership of client issues excellent time management skills and ability to work in a fast-paced environment. we expect you to perform most of your daily work routines (including initial “application support engineer crash course”) in solo for 80% of time, keeping 20% for complicated questions to colleagues\management.
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Грузия Тбилиси