The Technical Support Specialist will be responsible for the smooth running and maintenance of existing systems, installation of new system deployments (possibly off-site) and offer technical support to internal and external clients. The specialist will be part of the Service and Application Management team. The role will require a blend of strong technical and business knowledge, as well as excellent communication skills to be able to provide a highest level of customer satisfaction. The Technical Support Specialist must be a motivated team player that can see projects to completion, work independently, and be willing to assist other team members not specific to his/her duties.
Troubleshoot day-to-day issues with application systems and integrated parties, and provide direct support to customers and Service Desk using CRM tools;
Maintain operations and administer the clients' proprietary and ancillary systems to meet all SLAs relating to system performance and uptime;
Ability to quickly assess an issue and provide clients with short- and long-term course of actions;
Be part of the on-call technical support team;
Manage incidents that may occur;
Develop or implement tools to facilitate system monitoring, identification and solution of problems, as well as master automated release and disaster recovery processes;
Automate release processes of all systems, using tools like Rundeck, Ansible and Puppet.
Maintain the automated monitoring at all levels: Hardware, Networking, Virtualisation, Operating Systems, Databases, and all Applications, on dedicated hardware or cloud, using tools such as Zabbix, Prometheus and Grafana.
Automate configuration management of all levels of the environments.
Be involved in ‘Dockerizing’ all systems, including production environments.
Interaction with third-party suppliers and other departments as required;
Setup of new environments, and manage releases;
Prepare documentation for tools and processes
B.Sc. in ICT, Engineering or equivalent qualification or a minimum of 3 years of experience in a similar role;
Strong working knowledge of MySQL, Linux and Web Applications;
Excellent troubleshooting skills;
Good written and verbal communication skills;
A can-do attitude and willingness to learn.
The following skills will be considered an asset:
DevOps, Docker and Continuous Integration/Delivery experience;
Experience with tools used for cloud provisioning, configuration management, application deployment, continuous delivery, intra-service orchestration and infrastructure management;
Experience in the financial industry, including knowledge on PCI-DSS.