Customer Support

L2 Support Engineer with French and English

Title: L2 Support Engineer
Location: Poland
Experience: 3 years of solid experience in application support/integration

 

Your role:

  • To provide technical expertise in product issues
  • To provide support to direct customers via phone (outbound calls)
  • To complete technical documentation
  • To test, organize and report the progress of ongoing issues on a regular basis
  • To summarize customer comments on product features

Your profile:

  • At least 3 years of solid experience on application support/integration
  • Working Knowledge of IT Hardware and Software
  • Hands on experience in networking
  • Excellent knowledge of best practices around management, control, and monitoring of server infrastructure
  • Experience on Client-Server Architecture ( 2-Tier / 3 Tier Architecture)
  • Website troubleshooting and coding experience: IIS, Azure Web Apps, Apache, Tomcat, WordPress, etc.
  • Hands-on experience on SQL
  • Complex problem solving
  • Fluent French and English is a must

Trainable:

  • Exposure to Cloud Platform (AWS / Azure / GCP)
  • Programming / Scripting languages

Additional / Preferred

  • Working knowledge of ASA firewalls
  • Experience with systems and network security
  • Experience managing/operating systems on AWS
  • Understanding of the AWS tenets – architecting for the cloud
  • Hands-on experience with the AWS CLI and SDKs/API tools
  • Experience in any Programming / Scripting languages (like PHP, Python, Power shelling Scripting)
  • Understanding of network technologies as they relate to AWS
  • Proficiency in SQL Server Management Studio, SQL Server administration, including database set up and optimization
  • Hands-on experience with table spaces, indexes, partitions, and query performance tuning
  • Knowledge to mapping multiple data sources from various data formats and normalizing the data into SQL repositories
  • Very good knowledge and understanding of using data and configuration files on Web-Based
    application environment

Google Service Desk Engineer

Title: Google Service Desk Engineer
Experience: 2+ Years
Location: Poland

 

Responsible for providing phone, chat, and email-based technical support for Google Client products. Assists Google employees in determining problems, and provides resolutions to technical and service problems. Responsible for user satisfaction through effective handling of user problems. Ensure proper escalation procedures are followed. Performs assigned functions according to standardised policies and procedures. Basic analytical ability and cognitive skills are required to understand & resolve technical issues.

 

Principle Duties and Responsibilities

  • Provides Technical remote support on all 5 operating systems (Linux, Mac, Windows, Chrome and Android) with basic OS troubleshooting techniques and documented escalation procedures
  • Provides Technical remote support on Google software and applications to the point of installation and basic use; if required need to escalate or file bug with application owners
  • Uses troubleshooting techniques to identify network related issues
  • Provides system administrative support and basic hardware troubleshooting on Google desktops, laptops, VMs and Servers
  • Help Google employees with access & account issues based on defined/documented guidelines, policies and procedures
  • Attends required technical training sessions and makes effective use of KBs to address issues efficiently
  • Complies with schedule adherence to ensure the overall service level targets are achieved
  • Identifies and provides input on unique (or) recurring user problems

Knowledge, Skills and Abilities

  • Working knowledge of Windows OS and basic knowledge on Linux OS
  • Working knowledge of PC architecture/technology
  • Working knowledge and understanding of policies and procedures and the ability to determine the course of action based on given guidelines
  • Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
  • Good organisational skills
  • Good Analytical & Cognitive skills
  • Excellent telephone and customer handling skills
  • Ability to deal professionally with irate customers
  • Ability to learn new products and technologies

 

Primary Qualification

  • Any High-school Diploma /Degree
  • 1 to 2 year of international calling experience
  • Technical troubleshooting – 1 to 2 years of experience in troubleshooting issues related to hardware & software issues on at-least one of these operating systems (Linux, Mac and Windows desktop environments, etc)
  • Candidate should have good multitasking skills and technical knowledge

 

Secondary Qualification

  • Excellent communication skills
  • Good customer service skills, multitasking and leadership skills
  • Ability to adjust quickly to the changing priorities and make quick decisions with limited information
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