Middle Solution Support Engineer (L2)

About the Position

ELEKS Customer Support Office is looking for a Middle Solution Support Engineer (L2) in Argentina.

About the Client

The Shared Support team is a specialized, advanced group that provides high-quality support services to various small and midsize organizations worldwide.

As a NOC technician, you will provide technical support for the portfolio of customers in a wide variety of stacks and domains. This role will require working on multiple projects, responding to monitoring events, resolving critical issues, optimizing and configuring monitoring, performing basic infrastructure maintenance, escalating complex issues to L2/L3, and solving various service requests.

Responsibilities

• Gather all required information to start the issue investigation
• Investigate and reproduce customer issues
• Promptly resolve service requests, events, and incidents to the satisfaction of all
• Proactively monitor various IT systems and adjust monitoring thresholds as needed
• Document all resolutions through the support desk system and maintain IT process documentation
• Take ownership of resolving or escalating customer requests in accordance with SLAs and incident management protocols

Requirements

• 3+ years of experience in technical/customer support or a similar role
• Good understanding of computing concepts, hardware, and IT infrastructure
• 2+ years of Linux administration experience
• Experience with cloud platforms (AWS or Azure; experience with both is a plus)
• Experience with monitoring and observability tools (DataDog, New Relic, Azure Monitor, AWS CloudWatch, Grafana)
• Experience with Kubernetes
• Basic knowledge of database administration
• Basic network troubleshooting and diagnostics skills
• Ability to analyze logs and investigate technical issues
• Strong troubleshooting and root cause analysis skills
• Strong communication and customer-oriented mindset
• Ability to multitask, prioritize, and work effectively in a team
• Upper-Intermediate or higher English, both written and spoken

What You Will Get with ELEKS

• Close cooperation with a customer
• Challenging tasks
• Competence development
• Ability to influence project technologies
• Team of professionals
• Dynamic environment with low level of bureaucracy

About ELEKS

ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.

Our 2000+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, R&D, design, technology consulting, and dedicated teams.