Level 2 Technical Support Specialist ( with German )

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Employer: confidential
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 27.06.2018

    Required skills:
    • experience in a similar position
    • IT background (e.g.: Computer Science, Automation, Cybernetics graduate)
    • Basic database understanding (how it works, query interpretation, query writing)
    • Ability to interpret/analyze code and application logs in order to troubleshoot errors
    • Problem solver, customer oriented
    • Ability to analyze, synthesize and make decisions under SLAs
    • Strong communication skills
    • Teamwork skills
    • Negotiation skills, diplomatic
    • English: fluent
    • Flexibility for travel (during knowledge transfer 50% and up to 15-20% after)
    • Willing to do on call support (from home)

    Nice to have:
    • German: intermediary / fluent
    • ITIL V3 certification
    Experience in the following:
    • Windows Server 2008/2012
    • Oracle SQL / MS SQL, Oracle PL/SQL, Oracle V11.2
    • MS SQL Server 2008 R2, MS SQL Server 2012
    • Knowledge of AIX V7.1
    • Programming skills Oracle Java RT / Java 2 SDK Standard Edition V1.6 or higher, Perl
    • Programming skills Oracle-SQL, MS SQL 2008
    • Knowledge of Webtrends Analytics 9 or higher
    • .NET / C#, C++ knowledge
    • Linux Red Hat Enterprise V6.7
    • HP Business Service Manager
    • IIS (Internet Information Server) Web Server v6.0 or higher


    Role description:
    • Analyzing customer developed programs, batch files, job control scripts, file deliveries and database content by using customer tools and 3rd party tools
    o Application specific scripts on dedicated server platforms
    o SLA checkpoints (e.g. server response times, downtimes, process availability, etc.)
    o Interfaces (e.g. log files, scripts, file transfers etc.)
    o Databases (e.g. central DB processes, error writing processes, table spaces, load and performance characteristics etc.)
    o Definition and Performing daily health checks (e.g. daily data imports, file transfers and provisioning on dedicated servers, etc.)
    • Provide support in all deployment and administration related activities;
    • Participate in the production and maintenance of the infrastructure requirements for the new IT projects and the major releases of the existing IT systems and applications;
    • Provide basics tasks of 3rd level support including debugging, test cases;
    • Responsible for incident, problem, change, release, configuration management, technical support;
    • Perform application deployment related testing (installation, removal, and reinstallation) and adjust the installation scripts, procedures and guidelines;
    • Create/update product documentation;
    Technical description of the application cluster:
    • Windows server (IIS v6.0 or higher) configuration and maintenance;
    • Windows Server 2008 / 2012 configuration and maintenance;
    • AIX V7.1 / Linux Red Hat Enterprise V6.7
    • Oracle PL/SQL analysis, code debugging - Oracle-SQL, MS SQL 2008;
    • Oracle Java RT / Java 2 SDK Standard Edition V1.6 or higher, Perl, ASP.NET analysis and debug
    • Tools: XML Spy, CyberArk, Visio, Adobe Experience Manager, SSH and Telnet Clients (eg. PuTTY, WinSCOP etc.)