L1/L2 Support Engineer

Аналитика рынка

Стек

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Описание

We are looking for on-site L1/L2 Support Engineers at level 1. What we offer Long Term Project Contract: B2B Rate: 250-270 euro/day One- site in Copenhagen airport Key Responsibilities - Analyze, troubleshoot, and resolve tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA. - Reproduce customer issues and document them before escalation to the L3 Software support team. - Provide input on product and customer-specific functionality, configuration, and usage as required. - Design corrective action plans or local workarounds that allow issues to be solved within the SLA. - Document ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress. - Maintain up-to-date support documentation. - Deliver maintenance documentation, operation manuals, test procedures, and test reports. - Carry out on-site administration and preventive maintenance activities. - Perform system upgrades at customer premises during the post go-live period (ramp-up/grace period). - Ensure procedures are correctly implemented. - Maintain IT infrastructure and backend components, including hardware and software. - Participate in integration and test activities on site. - Conduct analysis with guidance from a Customer Success Engineer 2. - Communicate regularly to keep the customer and Service Delivery Managers informed on the progress. - Fill in the Support ticket tracking tool appropriately. - Ensure customer satisfaction in maintenance and support. Requirements - 3-5 years of experience in a relevant field. - Strong analytical and troubleshooting skills. - Excellent communication skills in a customer-facing environment. - Familiarity with IT infrastructure and backend components. - Ability to work under pressure and manage multiple priorities.

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