Support Engineer

Incident Management: Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto users.

Service Request handling: Standard requests are taken intoaccount, processing is carried out or forwarded to therelevant contributor, status updates are provided to users,and requests are continued until closure.

Change Management: Participation in the changemanagement process

Problem Management: Participation in the analysis of rootcauses of incidents

Monitoring/Observability: Monitoring systems set up by thebuild and/or infrastructure teams are utilized, alerts aretaken into account, and potential impacts on users arecommunicated to relevant contributors. Incidents based onmonitoring detections are triggered and tackled.

Continuous Improvement: Feedback is provided to thedevelopment teams regarding potential improvementsidentified by users or the support engineer. Participation tothe continuous improvement of the team.

Knowledge Management: Lessons learned from activitiesare ensured to be documented and shared.

Service Level Management: the performance managementsystem is understood and alerts on cases of issues are set.
Tehnical Skills :

Proficiency in Windows Server, Linux, or Unix operating systems.

Networking knowledge: TCP/IP, DNS, DHCP, VPNs, firewalls, routing.

Virtualization: VMware, Hyper-V.

Scripting languages: PowerShell, Python, Bash.

Security: Antivirus, intrusion detection, encryption.

Troubleshooting: Hardware, software, network issues.

Configuration management: Ansible, Puppet, Chef.

Documentation: Systems, processes, procedures.