Intermediate support engineer at Adapt IT Holdings

Job description

• Attend to all logged support incidents and calls.
• Provide standby support (after-hours emergency support in alignment with stringent SLAs).
• Linux- System Admin: Install and Configure Linux OS(Centos/Redhat), network and applications (proprietary and third party).
• Quality monitoring & System Security Management
• Manage system capacity and performance, proactively ensuring systems meet the growing load demands, architecturally and infrastructurally.
• Manage and conduct deployment activities (on-site or remotely) as required (including review of MOP/UAT documents, collaboration with Development teams and clients to ensure success of the same).
• Assist with OS and manage application patches, installation, configuration, optimisation, observability, as well as any activities that may relate to ensuring high availability of such applications (proprietary and third party).
• Ability to provide step-by-step technical help, both written and verbal.
• Assist in the creation of long-term and short-term plans adding capabilities and enhancing systems
• Independently and timely support contractual SLAs and meet SLOs without breaches.
• Own and improve engineering support processes and documentation including but not limited to FAQs for technical questions
• Identify trending issues early and proactively escalate internally
• Collaborating with internal teams to resolve complex issues and escalate unresolved issues to appropriate teams
• Research and recommend innovative approaches to improve efficiency.
• Manage issue lifecycles, documentation, administration and resolution via Freshdesk
• Providing technical training to customers on our products and services.
• Working with the Sales and Marketing teams to identify customer needs and opportunities for upselling
• or cross-selling products while keeping customer records up-to-date.
• Analyzing customer data and activity to identify trends and improve our products and services.
• Maintaining a high level of professionalism and customer service at all times.
• Work closely with cross functional teams, including Product, Developers and Customer success to solve complex tixckets and provide technical resolution to our customers
• Perform root cause analysis using the RCA template when required
• Ensuring all system changes are handed over with the necessary documentation and training.
• Preventative maintenance—When corrective maintenance activities are low, work will be conducted to analyse & take steps to prevent problems.
• Assist Developers to troubleshoot issues.
• Compiling monthly reports.
• Attend the weekly Customer support meeting.
• Attend customer meetings as needed to troubleshoot critical issues
• Assist in the escalation process for critical priority tickets
• Embody our core values and uphold our unique company culture. We value diversity and inclusion and encourage everyone to be their authentic selves at work

Minimum requirements

• A high degree of interest, experience and certification in Linux
• A tertiary Engineering or Computer Science degree or diploma
• 2 - 3 years plus experience in supporting medium to large scale production systems (mission critical)
• 2 – 3 years plus experience providing L1/L2 technical support
• Must have DevOps and Support experience
• Ability to learn quickly and work independently.
• Ability to do research and find answers to questions/problems.
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skill
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to work on his/her own.
• Self-starter
• Ability to learn new skills fast.
• Shell scripting ability for system administration.
• Proficiency in Linux command line tools.
• Proficiency in Groovy
• Linux system administration (RedHat/Centos, Apache/NGINX, MySQL/MariaDB/MongoDB, Bash).
• Knowledge of networking protocols, technologies and APIs (TCP/IP, HTTP, XML, JSON).
• Experience in reporting and monitoring tools such as Grafana, Prometheus and Monit etc.
• Interest in working in a fast-growing environment with changing responsibilities