L2 Technical Support Specialist

About your Role

Being a Technical Support Specialist, you will take ownership of the tickets and incidents raised by the monitoring system and L1 support through Slack or FreshDesk. You will report improvements and bugs for developers and technical product owners in Jira in accordance with the department SLA. You will take part in SDLC process by providing testing and creating technical documentation for the newly created features. You will constantly look for improvements and automations to simplify your and the team's day-to-day work. You will act as an ambassador of the Organization when liaising with clients, ensuring a professional attitude is maintained and the organizations' values are upheld.

About your Team

You will be part of a Technical Support team that focuses on providing technical client-oriented support for various software applications (mainly back-office systems) for our clients of the travel industry (tour operators, online travel agencies, DMCs), in multiple destinations across the world. You will also work closely with developers and infrastructure teams to help drive new initiatives and improve our monitoring and security. Our goal is to communicate openly, share knowledge, celebrate successes as well as constantly look for improvement opportunities.

What you will do:

• Maintain monitoring for applications’ & systems’ performance (we use Host Monitor, Grafana, Slack alerts)

• Ensure optimal performance for applications and systems

• Debug, analyze and escalate REST API issues (we use Swagger, Postman)

• Debug and analyze application and system logs (Windows Server, Linux)

• Provide manual testing and create documentation for newly created features

• Debug and analyze issues using MongoDB queries

• Assist with Software Deployments (GitLab)

• Be part of the SDLC (software development lifecycle)

• Implement client configuration changes to applications as per requirements

• Identify the risk of incidents and ensure the relevant stakeholders are informed where business continuity may be compromised

• Ensure department KPIs are maintained and adhered

• Take a proactive approach to identify where service quality is or will be compromised and take the necessary measures to ensure minimal downtime/loss of service

• Analyze, reflect and document incidents providing written post-mortems to help improve service management

• Communicate openly and proactively within the team and your colleagues

• Provide recommendations on any inefficiency the team and department are facing and how these could be improved

What you need to have:

• At least 2+ years of working experience in a 2nd line support environment

• Proven Agile way of thinking

• Understanding of SCRUM

• Experience with MongoDB

• Understanding of CI/CD (continuous integration/ continuous delivery)

• Proven Ability to identify inefficiencies in process and provide written recommendations with improvements

• Proven ability to demonstrate initiative and a proactive approach to daily tasks

• Very good written and verbal communication skills in English

Nice to have:

• Experience with Azure, Google Cloud, AWS and .NET

We also offer:

🏠 Hybrid and flexible work model

💰 Competitive salary according to your experience and performance results

⭐ Transparent Culture with open communication

📚 Training budget - we support your growth

💻 Latest tech equipment

⭐Many Company and Team events!

⭐Open and friendly co-workers and relaxed working atmosphere

👩‍⚕️Private healthcare; Multisport card and cafeteria programme

About ANIXE:

We are a pure engineering company that is part of the DERTOUR group. Grown on experiences within the world's most demanding industries. Designing safe, stable, high-performance systems to handle thousands of requests per minute – that's our forte! On the market for over 20 years, ANIXE's solid reputation and pioneering technology continue to draw clients from around the world. Our mission is to connect businesses through tech platforms, paving the road for sustained growth.

What to expect from us?

We believe and trust in you and your abilities. Plus, teamwork is an unbreakable value for us.

You will have the opportunity to work with unique people and create solutions together.

We kindly inform you that we will contact only with chosen candidates within 2 weeks from applying date.

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