• Provide prompt and professional technical support to customers via phone, email, chat and our standard ticketing system, and make sure the customer is updated regularly.
• Diagnoses, research, troubleshoot and identify solutions to software issues.
• Ask customers targeted questions to have a clear understanding of the customer’s problem.
• Track customer’s system, hardware, and software issues through to resolution, within agreed time limits (respect the various SLAs).
• Properly escalate unresolved system software issues to software developers.
• Provide prompt and accurate feedback to customers including actions of fix and RCA.
• Refer to internal knowledge base or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with customers to ensure their systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of articles and manuals to enrich the support knowledge base and generate reports on support activities and trends.
• Stay updated with new technologies, product updates, and industry trends.
• Provide feedback and suggestions for improving support processes and tools.

Functional Skills:Excellent interpersonal and communications skills with colleagues and clients either verbally or in writing.Fluency in English is a must.French and Italian languages are a plus.Excellent problem-solving and troubleshooting skills.Ability to manage multi-tasking and prioritize effectively.Strong attention to detail and accuracy.Ability to work independently and as part of a team under general supervision.3-10 years of experience in maintaining and troubleshooting microservices-based applications deployed across multiple servers at customer sites. Technical Skills:Bachelor’s degree in IT, Computer Science, Telecommunications, or similar.Experience in mobile telecommunication systems (4G, 3G and 2G) and analysis tools like WiresharkHands-on experience with Linux (Debian, Fedora) and Windows server OS environments.Strong understanding of OS administration (SSH, disk/log management...).Familiarity with networking concepts (LAN, VLAN, DNS).Experience with remote access tools (RDP, Any desk, Citrix…).Knowledge of cloud services (AWS...) is plus.Good database knowledge (SQL, MongoDB, PostgreSQL).Familiarity with monitoring tools (Zabbix, Grafana, Prometheus).Good scripting knowledge (Shell scripts, Bash).Strong understanding of Docker Management.Basic knowledge of Kubernetes is a plus.Experience with ticketing systems (Jira or similar).