Support Engineer

Role Overview:
We are looking for a Support Engineer to be the first line of support for our applications and systems. You will work within an ITIL framework, handling incidents, service requests, and ensuring smooth operation of production environments.

Key Responsibilities:

• Provide first-level support for users and clients.
• Monitor system health and respond to alerts proactively.
• Manage support tickets in GitLab, Redmine, OTRS.
• Troubleshoot application and infrastructure issues.
• Escalate critical issues to DevOps and SysOps teams.
• Document common issues and create knowledge base articles.
• Assist in system updates and maintenance tasks.

Job Requirements:

• 2+ years of experience in an IT support or technical support role.
• Familiarity with ITIL principles and incident management.
• Experience with ticketing systems (GitLab, Redmine, OTRS).
• Basic understanding of Linux, Windows, networking.
• Good problem-solving and troubleshooting skills.
• Strong communication skills and customer-oriented mindset.

Bonus Points For:

• Experience with cloud environments (AWS, Azure).
• Knowledge of automation tools or scripting.
• ITIL certification.

Personal Qualities:

• Strong team player with excellent interpersonal skills.
• Ability to work under pressure and handle multiple issues.
• Proactive and eager to improve support processes.