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Cloud / Technical Support Engineer

Mangonel

About Mangonel

We strive for quality and integrity

 

Mangonel builds, integrates and supports Enterprise and Consumer software. Our mission is to help companies generate more value for their customers, partners and employees by building quality software. Since our establishment in 2007 we have been dedicated to the delivery of quality software at the highest level of business integrity. We are a trusted software advisor to our clients and partners around the globe.

Important notice

  • Working hours*: 16:00 – 00:00 or 17:00 – 01:00 (CET)
  • Job Location: Work from home (Croatia)

 

*These are available working hours and position is not based on working in shifts.
*Position is not based on working in shifts.

What you will be doing as the Technical Support Engineer

  • Take ownership of reported clients issues in the form of tickets
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow the standard procedures for escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper tracking and closure of all tickets
  • Document knowledge in the form of knowledge base tech notes and articles
  • Have active team role and provide help to other support team members

You have next skills

  • Strong troubleshooting skills – ability to deep dive and tackle each problem with great focus
  • English proficiency is a must (speaking and writing)
  • Proven working experience in enterprise technical support and/or other relevant IT experience (2 – 8 years)
  • Good knowledge of TCP/IP and UDP protocols and network technologies [On-Premises]
  • Experience with Linux, System and Network administration [On-Premises]
  • Experience with MS SQL Databases [On-Premises]
  • Expertise in Browser troubleshooting (HTTP, HTML, CSS, JavaScript, Developer Console) [Cloud]
  • Knowledge of Web technologies, scripting languages and the Client-Server communication [Cloud]
  • Time management skills, priority settings skills and accurate records keeping
  • Ability to work under deadlines and handle demanding clients
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Experience with Zendesk and JIRA platform interface is a plus
  • Experience with video troubleshooting is a plus
  • Diploma in Information Technology, Computer Science or equivalent (ETF, FON, PFM, RAF, Higher School of Electrical Engineering…) is a plus
  • Prior experience with late hours is a plus

You worked with

  • Troubleshoot
  • Network and System administration
  • HTTP, TCP/IP and UDP
  • HTML,CSS,JavasScript
  • Developer Console
  • Tickets and clients issues

Bonus points for experience with

  • Team Management
  • Late working hours shifts
  • Video / media streaming services
  • Support positions

We offer

  • Full time work-from-home experience
  • Remote work with world class clients
  • Working with cutting-edge technologies

Apply

  • If you believe that you meet the requirements please submit Your up-to-date CV using the form below.

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