L3 Technical Support Engineer (offline)

Our client deliver cloud-based print infrastructure to customers globally. Their focus on security, cloud and infrastructure optimization have set them apart as the leading print platform in the market. Customers and partners around the world are rapidly optimizing their print infrastructure, eliminating print servers and consuming Print as a cloud service.
To further strengthen their support team, our client is looking for a technical support engineer. The position is key for an organization and their ability to support their partner channel. You will work with their support desk, ensuring a high-level support of their partners as well as having an impact in their presales engagement, when needed. You will be working in a multi-cultural team with a large variety of support tasks of technical nature — among these you will work and increase your skills with traditional IT operation, Cloud technology, network, certificates, services, printers, print management software, log files etc.

Skills required:
• Experience with Windows, Networking, Linux OS and general IT infrastructure components;
• Experience with enterprise computer networks, DNS, AD, LDAP, SSO, VPN;
• Experience with Citrix, VDI and other technologies is an advantage, but not a requirement;
• Strong ownership, fast learner, logical thinking, and problem-solving attitude;
• Being a team player is a must, but you should also be comfortable with working independently;
• Takes pride in providing a high level of service and delivering a consistent performance;
• Capability to work with multiple assignments in a cross-functional team, having an end user-oriented view;
• Good verbal and written English communication skills.

Responsibilities include:
• Solve advanced support requests and incidents from our partners;
• Address Support requests escalated from your colleagues and providing customer feedback and resolutions;
• Reproducing customer issues identified in the field;
• Escalating issues that cannot be resolved by support team to relevant QA or development;
• Act as queue manager for second level requests and engage on tickets based on urgency;
• Contribute to reduce the number of Idle tickets and long runners based on our KPI’s;
• Assist our presales team with installations in the Proof-of-Concept stage when troubleshooting is required;
• Bridge complex incidents, bugs and feature requests to our Development and Product teams;
• Specify new requirements to the Development team based on partner/customer input;
• Update documentation and user knowledge base, and in general contribute to enhancing the customer experience.

We offer:
• Direct communication with a client who is ready and willing to listen to your ideas;
• An opportunity to gain knowledge and be part of a Northern European product team;
• Deliver without being controlled;
• To work in a friendly atmosphere with flat hierarchy;
• Beer brewing with the CEO, movie nights and Friday breakfasts;
• No overtimes, work-life balance;
• Flexible working hours. Work from home or office during the pandemic period;
• Competitive salary;
• English communication classes with native speakers;
• Health care, paid sick leaves, life and medical insurance, vaccination.

Interview timing:
1-st stage: interview with the recruiter (around 30 minutes);
2-nd stage: technical interview with a your future teammate (around 1 hour);
3-rd stage: get to know call with a client (around 40 minutes).

We give you feedback in 48 hours!

About Livatek:
Livatek is a Danish IT company. Our people work in product teams in Scandinavian companies — right here in Ukraine. We value the: freedom to realize our ideas; time for our life and families; hygge atmosphere and traditions. We are big enough to be stable, small enough to be human.

Livatek is a workplace where you matter!

About SoftHouseGroup

More about SoftHouseGroup:
Since 2003, The Engineers at SoftHouseGroup have been working on the most unique and complex technological challenges. Some of these include :
- Complex Computing Systems for examining genomes;
- AI models for virology;
- Complex computing systems for cybercrime prevention;
- The development of psychological support systems that help millions of people overcome bad habits, dependencies, and depression;
- Development of cloud-native platforms from the ground up;
- Microservice systems for leading FinTech innovators;
- Hyper-automation systems for complex processes in the Insurance industry;
- Robotic (hardware) systems to accelerate processes in Retail
and much more…

We are proud of our portfolio of clients, including Fortune 100 Companies, Unicorns, as well as the best SMBs innovators.
Today SoftHouseGroup is present in the USA, Canada, Denmark, Sweden, Norway, Great Britain, Ukraine, and Macedonia.

Company website:
https://www.softhousegroup.com/

DOU company page:
https://jobs.dou.ua/companies/softhousegroup/