L1 Technical Support Engineer (24/7 Rotational Shifts)
- Джерело:
- djinni.co
Що робити
- Continuously monitor customer-facing dashboards, automated detection systems, and performance indicators for smart device fleets across all shifts
- Analyze real-time performance data to identify trends or anomalies before they escalate into customer-impacting events
- Respond to alerts, triage incidents by severity (Sev 1–5), and escalate critical issues through defined runbooks to appropriate service teams
- Initiate and track Post-Incident Corrective Actions (COE) to drive root cause analysis and ensure timely closure of technical issues
- Coordinate with engineering, product, and infrastructure teams during bridge calls to support the resolution of complex incidents
Що очікуємо
- 1+ years of technical support experience within IT, IoT, or software development environments
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, HTTP/HTTPS, Wi-Fi protocols) and IoT device ecosystems
- Basic SQL skills for data querying and practical experience with monitoring tools (e.g., Grafana, CloudWatch, Datadog, Tableau)
- Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar)
- Readiness to work 24/7 rotational shifts (including night shifts and weekends) with strong stress resilience during high-priority incidents
Що пропонуємо
- Bachelor’s or Master’s degree in Computer Science, Telecommunications, or a related technical field
- Familiarity with major operating systems (Linux, Windows, macOS, Android, iOS)
- Basic scripting knowledge (Python, Bash, or PowerShell) for task automation
- Experience with network diagnostic tools (ping, traceroute, netstat)
- Familiarity with firmware update processes for remote hardware devices
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