You will be deeply involved in resolving complex hardware incidents, proactively handling L1/L2 support via the ticketing system. Working closely with IT infrastructure engineers and L3 technicians, you will help optimize diagnostics, reduce resolution times, and continuously improve SLA performance.
This role requires shift work (day & night), that will be compensated.
Your responsibilities will include
Solve hardware related issues with servers, involving in-depth advanced level troubleshooting
Report to hardware problem management, execute workarounds and solutions
Solve proactively L1/L2 tasks through ticket system
Update new processes and documentation for IT hardware team
Collaborate with IT infrastructure engineers and L3 Technicians to improve SLA with complex diagnostics
Improve support processes, documentation and training materials
Basic level of network tasks, troubleshooting and support
Knowledge of datacenters, and server equipment
Advanced knowledge of IT hardware and practical experience of troubleshooting
Advanced skills working with the Unix/Linux operating system and command line
Experience with equipment monitoring, data analysis and presentation
Proactiveness and sense of responsibility
High proficiency in spoken and written English
