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