L1/L2 Support Engineer

Our technology function is expanding, and we have the opportunity to expand our Maintenance function looking for L1/2 Support Engineers. Working in a team that supports our customers worldwide, contributing to our development and growth.

A typical day might include:

• Service our customers internationally, working a 24/7 on-call and follow the sun approach
• Work to defined policies and procedures in accordance with defined corporate and industry standards
• Work with the Customer Success and Technology teams to ensure customer maintenance plans are managed to SLA
• Provide Incident, problem, and change management support moving towards an ITIL-based approach.
• Contribute towards the maintenance knowledge base as part of a continual service improvement lifecycle.
• Communicate with external contractors and service providers
• Play an active part in the deployment of new services/systems into production.
• Reference: HhICtniIH36o6yRzNBwlPjMat0Sj8QdI22Ei7wLXlsrf0khQWiiTVszVaGFxOzpS

Skills Required:

• Experience in direct work and communication with customers in Technical support in Service Desk teams
• Experience of working in an ITIL environment a strong positive
• Experience with business application administration, configuration, and support
• IT or Engineering background is an advantage (Java, Oracle, Linux knowledge)
• English: excellent communication skills; English fluency
• Able to listen and to understand customers’ issues, to react calmly, and answer in the most appropriate way
• Eagerness to learn, strong analytical skills, team player
• To be proactive and able to take the initiative to identify issues and find solutions
• Able to propose workarounds to help the customer when it is required
• Strong problem-solving skills.

Experience with healthcare information technology such as Blood Bank, or Transfusion Services would be appreciated.

Key Responsibilities:

• As a Support engineer, you’ll be responsible for solving related L1 and L2 problems within the customer’s applications.
• Working with customers/employees to identify technical problems and advising on the solution.
• Logging and classification of customer requests and triage to other teams as needed
• Admin and configuration on customer applications to resolve incidents
• Identify and reproduce customer issues
• Triage with L3 support teams to ensure ticket resolution;
• Customer and team communication to ensure all relevant parties are informed
• Follow company policies and procedures to ensure the maintenance team meets all its customer obligations.

Working hours:

• 40 working hours/ week;
• Working on call within a Rota for 24/7 support.
• Working additional hours and weekends when required.