The Role:
For integration into our Support Team, we're looking for a person that will work with VILT support and managed services customers, and use their expertise about various tech and computer systems to help troubleshoot issues and maintain day-to-day operations.
What you will do:
Respond and resolve incidents with different SLAs related to the customer's environment & applications.
Work in customer requests on a daily basis.
Monitor customer environments and react proactively.
Interact with other teams & providers to solve the problems.
Document incident resolutions and procedures in VILT knowledge base.
Propose solutions to solve recurring issues.
Walk the customer through the problem-solving process.
Work in a highly skilled team where teamwork and documentation is very important.
Requirements & Skills
Technical skills:
Mandatory
Knowledge of Linux and Windows management
Knowledge on how a web application works (from front-end to database)
Knowledge on network management and security.
Knowledge with application and web servers
Knowledge in Scripting (shell script / bash /other )
Nice to Have
Knowledge in the full application development cycle
Knowledge in some programming languages (java / php / other)
Knowledge in monitoring tools (nagios / icinga / microsoft scom / checkmk / other)
Soft skills:
Good communication skills
Good English - Write and Speak
Medium Spanish - Write and Speak
Proactivity
Ability to prioritize and multitask
Flexibility (work shifts)
Ability to work under pressure
Customer Service (ability to attend to the customers requests)
Troubleshooting and Problem-Solving
Enthusiasm for continual learning
Curious, self learned, passion about IT
Working Time: 07h to 16h - GMT Time
Workplace: Remote (the person can work from anywhere in the world)