L1 Support-German

Role                                   : Remote Role [ L1/L2 Support]

Location                           : Nearshore ( Remote)

Project Duration             : 6 Months 

Language Proficiency - Fluent in English; Proficiency in German or French [Anyone Language]

Should be flexible for 24/7 Support

JD - 

What we expect: We expect a high level of reliability, process adherence, and effective communication, with availability aligned to our operational support hours (incl. 24/7). The person works remote but is fully integrated into the application team.

Ideal profile:

• Good understanding of business processes and technical requirements, with a strong focus on customer service and results.
• Proficiency in database technologies such as Oracle and PL/SQL, and competent programming and scripting skills.
• Familiarity with AWS or similar Cloud Technology.
• Bachelor’s degree in a technical or engineering field, or an equivalent professional certification.
• At least two years of professional experience.
• Prior experience in the energy sector is beneficial but not required.
• Fluent in English; proficiency in German and French is highly advantageous.
• Very good communication skills, capable of effectively articulating complex technical concepts to diverse audiences.

Types of entry level tasks (level 1 in nature)

These are front-line, routine tasks that follow standard procedures and are ideal for service desk outsourcing:

1. User Request Handling (application specific)

• Password resets, account unlocks
• Access request processing (based on defined workflows)
• Basic help on applications 

1. Ticket Logging & Triage

• Logging incidents in ITSM tools
• Escalating issues to 2nd/3rd level based on prioritization rules

1. Monitoring & Alert Handling

• Observing dashboards for known application/system alerts
• Responding to monitoring tools (e.g. CPU usage alerts, service restarts)
• Notifying responsible teams based on predefined criteria

1. Predefined Troubleshooting

• Restart services, reset configurations
• Apply step-by-step scripts for pre-defined standard requests
• Check application/service statuses and logs for predefined issues

1. Standard FAQs and Knowledge Base Support

• Use of knowledge base articles to resolve common user issues
• Enhance our existing documentation and knowledge base
• Guiding users through common tasks (installations, print setup, etc.) 

More advanced tasks (e.g. level 2 in nature)

These are technical but standardized tasks that involve deeper knowledge and tools but are still routine enough to delegate:

1. Application Configuration Support (Predefined Scenarios)

• Applying configuration changes within set boundaries
• Managing scheduled jobs, scripts, or interface restarts

1. Incident Resolution Using Known Error Database (KEDB)

• Investigating and resolving issues using documented solutions
• Updating records and knowledge base when new solutions are verified

1. Log File Review (Pattern-Based)

• Scanning logs for recurring errors using tools or scripts
• Extracting error messages and applying fixes from KB or runbooks

1. Batch Job Monitoring & Execution

• Monitoring batch jobs and workflows
• Rerunning failed jobs based on SOPs
• Escalating issues when jobs fail outside of known parameters

1. Data Fixes Using Approved Scripts

• Running vetted SQL scripts or tools to fix known data issues
• Validating input/output of correction scripts

1. Application Testing

• Execution of functional and regression test cases defined by the application team
• Validation of system behavior after changes, deployments, or recovery activities
• Use of predefined test plans, checklists, and scripts to ensure consistency and traceability
• Documentation of test results and reporting of deviations or anomalies
• Collaboration with the application team to verify fixes and perform re-tests when required

1. System/Service Health Checks

• Daily/weekly checks on system components
• Documenting and reporting anomalies  

1. Service restore

• Communication & Coordination: Notify stakeholders and coordinate with infrastructure teams as needed.
• Execution of Recovery Actions: Execute documented steps like restarts, job re-runs, or scripts.
• Validation & Testing: Confirm recovery through basic application checks.
• Status Updates & Closure: Update ticket with actions and inform stakeholders of closure.
• Post-Restoration Handoff: Escalate to app owners if needed, with relevant context.