System Support Engineer

April 19

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Sonalake

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Your Software Innovation Partner

Data Analytics & Visualisation • Software Partnering • Enterprise Applications • Business Process Automation • BSS/OSS - Performance, Provisioning, Billing, Care

51 - 200

Description

• Responsible for handling issues raised by customers and proactively spotted with existing monitoring tools • Apply advanced troubleshooting techniques to provide tailored solutions for customers and drive customer interactions by thoughtfully working with them to dive deep into the root cause of an issue • Develop and present training, partner with development teams on complex issues, write tools and scripts to help the team, work with leadership on process improvement and strategic initiatives • Assist in monitoring and managing the day-to-day operations of customers’ systems and services, liaise with development teams to resolve reported issues tracking faults on occurrence, follow through to resolution, maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes, manage the tracking and escalation of incidents and complete root cause analysis, contribute to continual service improvement, work within support team covering out of hours support for cloud operations, coordinate with other teams to handoff build guidance to complete orders where managed service support is requested, coordinate with other services teams where cloud and virtualisation-specific issues are escalated, advocate for customer needs within Sonalake, prepare troubleshooting guides for other team members or customers

Requirements

• Have 2-3 years’ experience in a telecom or an IT operations systems and cloud environment (AWS preferred, but not essential) • Know how to work with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls • Have a proactive approach to spotting problems, areas for improvement, and performance • Communicate well, both orally and in written form • Can troubleshoot in a variety of OS environments including *nix, macOS and Windows • Like to troubleshoot database connectivity issues using a variety of diagnostic tools and methods (e.g. client software, drivers/connector) • Have a strong customer focus and ownership • Able to write effective handoffs from shift-to-shift for ongoing support issues • Have a willingness to learn, adapt to the entire technology stack

Benefits

• Remote-first approach with many team-building activities. You can work from our offices in Dublin, Poznan or Bratislava, or work on a fully remote or hybrid basis. We believe in a healthy work-life balance • Every Sonalaker gets a training budget and paid training days every year to upskill. This covers courses, training, books or conferences • We’ve a flat organisational structure with an emphasis on open, honest communication. There are no siloes, no hierarchies and no barriers • We focus on innovation: we run projects to evaluate new frameworks, create tools for internal use, contribute to the open source community and research new ways to use existing products in new problem domains • Indefinite period employment contract