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L1 Support Engineer

Malaga / Spain / Code: EPAL01840

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We are looking for an experienced Support Engineer with a strong passion for support and attention to detail to join our client's team in Malaga and manage the support field of the group’s companies that are located in different countries. Working within the Support team, the successful candidate will be someone who has experience in the application support field, has exceptional problem-solving skills, is highly organized, and with a positive mindset.

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Responsibilities:

  • Research, learn, and work with the newest tools!
  • Apply technical guidance in the incident management process;
  • Day to day participation in the support function and provide direct customer support;
  • Review and resolve escalations if a support team member is unable to resolve a customer’s question or complaint;
  • Explore and evaluate new processes, techniques, and tools.
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible;
  • Provide self-help and user guideline documentation for the customers to reduce basic support requests;
  • Help to train new hires;
  • Be on a pager duty 24/7 rotation with team members to respond to available incidents
  • Participate in internal and external stakeholder meetings

Requirements 


  • BS or MS degree in Computer Science or a related technical field;
  • Exposure to a wide range of open source technologies and best software practices;
  • Experience with support ticketing systems and documentation platforms
  • Slightly paranoid view about security and privacy;
  • A pragmatic attitude and approach to solving problems and deliver solutions;
  • Proactive, go for attitude and unlimited creativity;
  • High level of English; (B2 minimum)
  • Good prioritization and organizational skills
  • A genuine interest in learning different platforms and technologies

Extra points:

  • Knowledge of blockchain technology and cryptocurrency
  • Knowledge about monitoring tools
  • Working experience with Confluence and JIRA
 
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