L2 Support Engineer
- Integrant
- Maadi, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
WE ARE HIRING!
Integrant Inc, is hiring for "L2 Support Engineer" with below responsibilities:
Dedicated L2 Support Engineer with a strong proficiency in SQL, exceptional research abilities, and excellent skills in handling and resolving technical issues. Alex excels in managing and prioritizing support tickets, ensuring timely and efficient follow-up on requests, and providing top-notch customer service.
Key Responsibilities:
- Technical Support:
- Provide second-level technical support to resolve complex issues.
- Troubleshoot and resolve SQL-related problems.
- Collaborate with other IT teams to solve system and application issues.
- SQL Proficiency:
- Write, modify, and optimize SQL queries to diagnose and solve issues.
- Analyze database performance and provide recommendations for improvements.
- Assist in database maintenance and data integrity checks.
- Issue Research:
- Conduct thorough research to diagnose and resolve technical issues.
- Utilize a variety of resources to find solutions, including documentation, knowledge bases, and community forums.
- Document findings and solutions for future reference.
- Ticket Management:
- Handle and prioritize support tickets in the ticketing system.
- Ensure timely follow-up and resolution of all assigned tickets.
- Communicate effectively with users and stakeholders regarding ticket status and solutions.
- Customer Service:
- Provide excellent customer service and ensure user satisfaction.
- Maintain a positive and professional demeanor in all interactions.
- Train and guide users on best practices and preventive measures
إمتيازات الوظيفة
- Salary paid in USD
- Six-month career advancing opportunities
- Employee parking space
- Supportive and friendly work environment
- Premium medical insurance [employee +family]
- English language development courses
- Interest-free loans paid over 2.5 years
- Technical development courses
- Planned overtime program (POP)
- Employment referral program
- Premium location in Maadi
- Social insurance
- Opportunity to travel and work onsite with U.S. customers
- In-house Technical and English training programs
- Dedicated learning time (check out our 4Plus1 Program)
- Flexible work schedules
- Perks: events, sponsored lunch, game area, rooftop hangout + more!
متطلبات الوظيفة
- 5+ years of experience in an IT support role, preferably in a Level 2 capacity.
- Proven experience with SQL and database management.
- Strong proficiency in SQL and database querying.
- Excellent problem-solving and analytical skills.
- Familiarity with ticketing systems (e.g., Jira, ServiceNow).
- Outstanding research and troubleshooting abilities.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Detail-oriented and highly organized.
Key Competencies:
- Technical Aptitude:
- Demonstrates strong technical knowledge and the ability to learn new technologies quickly.
- Problem Solving:
- Effectively identifies problems, evaluates solutions, and implements the best options.
- Communication:
- Clearly and effectively communicates technical information to both technical and non-technical users.
- -Time Management:
- Manages time effectively to handle multiple tasks and meet deadlines.
- Customer Focus:
- Committed to providing exceptional customer service and support
