Role and Responsibilities

Support Engineer Tier-II will be based in our Innovation Centre in Chania. He/she will report to the Support Center Manager and the responsibilities of the position include:

• Monitor the day to day performance of computer systems.
• Triage hardware and software faults.
• Escalate hardware and software faults to the next level of support (Network/System Admins, DevOps, DBAdmins, Developers)
• Produce activity reports
• Walk First Level Support Engineer through problem solving process
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of procedures, products and services
• Prepare, update or review technical documentation (operation or service manual)
• Availability to work on shifts (work at night or on public holiday may be required)

Qualifications and Education Requirements

• Bachelor’s degree from an accredited college or university with specialization in Information Technology, Computer Science or equivalent.
• Proven working experience in providing IT support for cloud environments (Azure, Google Cloud or AWS)
• Experience of xml, log monitoring & analysis, SQL
• Proficiency in English
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• For male candidates, military obligation should have been fulfilled.

Preferred Skills

• Experience / knowledge of airline & travel domain
• Working knowledge of MS TFS / VSTS, JIRA, Kibana, Grafana