L2 Support Specialist

The IT company Andersen invites an experienced L2 Support Specialist to work on a large-scale eCommerce project. 

The customer is a multinational company headquartered in Geneva, Switzerland, and it operates in more than 130 countries worldwide. With a focus on quality, innovation, and sustainability, it is committed to meeting the evolving needs of adult tobacco consumers. 

The project is the development of the eCommerce platform for delivering reduced-risk products. This branch started as a start-up inside the client's business and has grown in a separate direction. 

Responsibilities: 

• Taking active part in UX changes resolution.  
• Being reliable, friendly, and trustworthy frontline of the support/service desk.  
• Responding and reacting to incoming issue requests.  
• Assisting and helping users resolving their issues (if needed).  
• Extracting and collecting issue details from users.  
• Providing consultations and advice to users.  
• Taking part in issue escalation and progress tracking.  
• Gathering and reporting issue occurrence and resolution statistics.  
• Elaborating ideas on improving and optimizing support activities.  
• Concentrating on providing best value for users.   

Must-haves: 

• Experience as a L2 support specialist from 2-3 years. 
• Bachelor’s or Master’s degree in computer science or related fields.  
• Understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.  
• Good practical knowledge of Unix/Linux. 
• Good TCP/IP knowledge. 
• Understanding of CI/CD process and implementation experience.  
• Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices. 
• Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc. 
• Strong communication skills, soft skills and stress-resistance.  
• Level of English – from Intermediate+ and above. 

Reasons why this job would be interesting to you: 

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc.. 
• The opportunity to change the project and/or develop expertise in an interesting business domain. 
• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant. 
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee. 
• The opportunity to earn additional up to 1,000 EUR per month by participating in the company's activities. 
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated. 
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies). 
• Certification compensation (AWS, PMP, etc). 
• Referral program. 
• English courses. 
• Private health insurance and compensation for sports activities. 

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