Support & Maintenance Engineer L1

<h3>Job Description</h3><p><strong>About you</strong></p><p>You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally. </p><p><strong>You bring to Applaudo the following competencies:</strong></p><ul><li>1+ Years of experience working in an IT Service Desk/inbound Call Center environment.</li><li>Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school (Preferred, not required).</li><li>Experience using ITSM Ticketing tools (e.g. Service Now, Remedy, Jira) or similar ticketing systems to manage and track incidents.</li><li>Working knowledge with SQL.</li><li>Basic/medium knowledge in any programming language.</li><li>Ability to talk and type accurately at least 30 wpm.</li><li>Sound understanding of customer support, operations, and processes.</li><li>Working knowledge of Windows/Linux/Mac Os operating systems, networks, databases, and network security concepts and tools are required.</li><li>Working knowledge of the Microsoft Office application suite including MS Outlook.</li><li>Solid analytical/cognitive skills to troubleshoot complex and technical problems.</li><li>Basic knowledge of ITIL, Service Desk metrics/SLA's, and mobile device support.</li><li>Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.</li><li>Working knowledge with Docker/Kubernetes (Desirable)</li><li>Working knowledge with cloud services like AWS, GCP, Azure devops, etc. (Desirable)</li></ul><p><strong>You will be accountable for the following responsibilities:</strong></p><ul><li>Assisting L1s with escalations and technical questions.</li><li>Resolve Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution(L3 Agent, Manager, etc.).</li><li>IT Service Desk - provide first-level technical support through phone, email, and chat support (if applicable) to resolve technical end-user service and support requests.</li><li>Diagnose and troubleshoot end-user desktop application issues and provide appropriate solution</li><li>Follow-up with end-users to provide status updates as per service level guidelines(SLA's).</li><li>Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).</li><li>Communicate with customers at all levels of technical and non-technical skill sets.</li><li>Follow all standard operating procedures (SOP) through the effective use of Knowledge management.</li><li>Work collaboratively with people across the organization.</li><li>Find the solution to technical problems, such as down servers, reset servers, create a custom report using SQL or other reporting tools.</li><li>Reproduce complex problems and documenting to continue the process with the next level.</li></ul><h3>Additional Information</h3><p>Here at Applaudo Studios values as <strong>trust, communication, respect, excellence and team work</strong> are our keys to success. We know we are working with the best and thus treat each other with respect and admiration without asking.</p><p>Submit your application today, and don't miss this opportunity to join the Best Digital team in the Region!</p> <p>We truly appreciate all the hard and outstanding work our team makes every day at Applaudo Studios, and that's why the perks that we offer, are deeply thought and designed as a way to thank them for their commitment and excellence.</p><p>Some of our perks and benefits:</p><ul><li>Work from home</li><li>Flexible schedule</li><li>Celebrations</li><li>Special discounts</li><li>Entertainment area</li><li>Flexible work spaces</li><li>Great work environment</li><li>Private medical insurance</li></ul><p>*B<em>enefits may vary according to your location and/or availability. Request further information when applying.</em></p>