Trainee L2 Support Specialist

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We are looking for a new Level 2 Support specialist – software type support, with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our Platform (PAM) Operations Team!

Job description:

  • Receive all incidents reported by Incidents Team;
  • Register and prioritize all incidents according to internal procedures;
  • Make sure a clear understanding is achieved on the raised issue before starting any investigation;
  • Clear all details with requester, before starting any investigation
  • Investigate the incidents reaching our team, targeting to have them solved at L2 Support level;
  • Exhaust all possible scenarios during investigation, before deciding to submit the Incident for further analysis within Development teams;
  • Submit every applicable incident to the appropriate team within our business unit (the team owning the PAM product on which Incident was raised);
  • Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
  • Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
  • Follow up on each incident to make sure it is solved correctly and in a timely manner, by requesting ETAs from Product Owners / Team Leaders of the teams where Incident was assigned;
  • After the incident is reported as solved, test (where possible) to confirm;
  • Inform the teams that reported the incident that it was solved;
  • Ad-hoc tasks from direct manager;
  • Handles reports, JIRA updates and any other related task.

Requirements:

  • Nice to have: experience in an IT company (in a similar position or technical customer support);
  • Nice to have: project management skills;
  • Nice to have: ITIL knowledge;
  • Experience in working with JIRA and MSOffice;
  • Excellent Project Management skills;
  • Good knowledge of Agile methods;
  • Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
  • Time management skills & workflow management skills are mandatory;
  • Ability to work with cross-functional teams;
  • Ability to get things done under pressure;
  • Excellent negotiation and communication skills;
  • At least Upper-intermediate level of English;
  • Availability to be on call for extended hours.

Work Life Balance: 

  • 22 paid leave days and two extra paid leave days per year for every year up to 32 days (working days) in addition to the public holidays. 
  • 10 sick leave days per year (without a doctor’s note). 
  • Medical leave: up to 30 days per year, documented with medical certificate 
  • If return to work soon after having child, 1 year 100% WFH for mothers  
  • WFH after child is born – for fathers: 13 weeks of 100% WFH (from the day of the birth of the child)  
  • Maternity leave – 21 weeks  

Benefits and Office perks: 

  • Daily catered lunch or lunch allowance
  • Private Medical insurance
  • Gym membership
  • Fruits Friday  
  • Access to online learning platforms Udemy for Business and O’Reilly and budget for external training 
  • Massage at work 
  • Frequent free-bar parties, annual whole-company parties (have previously rented our own planes to get everyone together!) 
  • Fun corner: ping pong table, Xbox, lots of board games. 
Apply for this job now! HR team will never use any personal information it receives from you for any purpose beyond recruitment, employment or reference checks, and strongly believes in the importance of keeping the personal information private.

Benefits

  • Shiny new and modern office.

  • Health insurance or gym membership, or a mix of both.

  • Dental Services.

  • Daily catered lunch.

  • Fruit day.

  • Massage at work.

  • Private healthcare and dental care discounts.

  • We hold team-building activities and office parties throughout the year.

  • We have an ever-growing library (online & offline).

  • Flexible schedule.

  • A fun entertainment corner.

  • Internal & external training.

  • Health and well-being in house programs.