First Line Support Engineer
Support
First Line Support Engineer
AVSystem
Kraków
Type of work
Undetermined
Experience
Junior
Employment Type
B2B, Permanent
Operating mode
Office
Tech stack
Networks
Linux
Job description
Online interview
As a Support Engineer, you will help us ensure we keep our Service Level Agreements (SLA) of our applications deployed globally for AVSystem consumers. You will be performing 1st line of support duties and handling escalations to 2nd/3rd lines of support. You will specialize in supporting the Unified Management Platform (UMP), which is AVSystem’s flagship product targeted at telecoms.
This is a good start to take over more advanced business or technical roles at a later stage by transitioning to Technical Account Manager role in Project Management Office or support our Site Reliability Engineers in monitoring and administration of UMP products.
Responsibilities:
- Perform 1st line of support duties: acknowledge priority, gather issue details for all AVSystem’s products for telecoms/enterprises using Jira Service Management
- Escalate and cooperate with 2nd/3rd line of support in product teams
- After several months of onboarding, take extra-paid 24/7 on-call support duties to be the first point of contact for critical issues outside of regular office hours in Poland
- Solve application-level issues of our UMP product in the telecom domain
- Contribute to our knowledge base
Qualifications:
- Fluent in English (B2/C1)
- Basic understanding of networks (concepts such as: routers, IP, firewalls, client-server, HTTP)
- Personality:
- you’re able to work in context-switching situations, you are diligent and take responsibility to ensure progress on multiple issues at the same time
- you like working with people – you’ll work a lot with customers in English (mainly written) and with the internal teams in Polish
- you’re analytical, so over time you’ll be able to solve harder problems on your own & give feedback on missing tools / documentation for recurring problems
- Nice to have:
- in-depth knowledge of networks (LAN, WLAN, HTTP(S), TCP/UDP, DNS, DHCP, CLI)
- bachelor’s degree in engineering
- 1y+ experience in the first line of support/help-desk position
What we offer:
- You’ll have a chance to become an expert in maintenance and help us shape the way we support critical applications for telecommunications companies
- You’ll help us grow a leading Polish IoT / device management company that creates software used by tier-1 telcos (e.g. Orange, Vodafone) around the world and makes Internet connection possible for millions of end-users
- Many career paths and employee development options:
- transition to Technical Account Manager role (application-level maintenance in the context of customer business use-case)
- technical specialization (supporting our Site Reliability Engineers by working on optimizing our monitoring infrastructure & basic system administration)
- The usual stuff, such as:
- Flexible working hours / fully remote work after onboarding
- Multisport card
- Company’s own parking and bike room
- A relaxed work atmosphere – no dress code, no open space