The Role / Job
Deliver L1 Operational Support to both external and internal clients.
Analyze and validate incoming information from clients to identify, troubleshoot, and resolve reported issues.
Keep Service Management Incidents updated with accurate status and resolution codes using Jira.
Manage customer care tickets, addressing issues related to downtimes and ticket status, and ensuring client satisfaction.
Accurately log and track completed and pending tasks within the ticketing system.
Serve as the primary liaison between Operations, Services, and Engineering for escalating unresolved issues requiring advanced technical intervention.
Relay resolution details from Engineering back to Operations or document any additional requirements for root cause analysis.
Contribute to the development and maintenance of the Knowledge Base.
Monitor and oversee system performance across all markets.
Additional responsibilities include creating documentation, managing large-scale deployments, and providing on-call support as needed.
Knowledge Required
Strong analytical and critical thinking abilities.
A proactive mindset towards investigation and problem-solving.
Exceptional troubleshooting skills with the ability to uncover deeper insights.
Expertise in systems analysis.
Effective communication skills, both verbal and written.
Proficiency in creating clear and concise reports.
Knowledge of French language is a strong plus.
Qualifications
A bachelor’s degree in computer science, programming, or a related field.
Experience
3+ years of hands-on experience in configuring, deploying, and supporting client systems within a highly managed environment.
Proven track record in L1 Support and Customer Care within B2B2C or B2C settings, particularly in the fintech, banking, or telecom sectors.
Proficiency with workstations and rack-mounted server hardware, including BIOS and RAID configurations.
Strong familiarity with operating systems, including Windows and various Linux distributions (e.g., BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian).
Experience with common tools such as Jira, Confluence, Grafana, Zabbix, etc.
Basic scripting knowledge, and familiarity with SQL for database queries.
Understanding of network fundamentals and protocols, including TCP/IP, DNS, and VPN configurations.
Apply via :
ezra.world