Customer Support Engineer

The Role:

For integration into our Support Team, we're looking for a person that will work with VILT support and managed services customers, and use their expertise about various tech and computer systems to help troubleshoot issues and maintain day-to-day operations.

Respond and resolve incidents with different SLAs related to the customer's environment & applications.

Work in customer requests on a daily basis.

Monitor customer environments and react proactively.

Interact with other teams & providers to solve the problems.

Document incident resolutions and procedures in VILT knowledge base.

Propose solutions to solve recurring issues.

Walk the customer through the problem-solving process.

Work in a highly skilled team where teamwork and documentation is very important.

Mandatory

Knowledge of Linux and Windows management

Knowledge on how a web application works (from front-end to database)

Knowledge on network management and security.

Knowledge with application and web servers

Knowledge in Scripting (shell script / bash /other )

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Nice to Have

Knowledge in the full application development cycle

Knowledge in some programming languages (java / php / other)

Knowledge in monitoring tools (nagios / icinga / microsoft scom / checkmk / other)

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Soft skills:

Good communication skills

Good English - Write and Speak

Medium Spanish - Write and Speak

Proactivity

Ability to prioritize and multitask

Flexibility (work shifts)

Ability to work under pressure

Customer Service (ability to attend to the customers requests)

Troubleshooting and Problem-Solving

Enthusiasm for continual learning

Curious, self learned, passion about IT

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Working Time: 07h to 16h - GMT Time

Workplace: Remote (the person can work from anywhere in the world)

Not disclosed.

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