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L3 Technical Support Engineer

hace 5 meses

Mendoza, Argentina Wakapi A tiempo completo

**The Role**:
We are looking for an L3 Technical Support Engineer to join our "DG" team. You will be responsible to provide Technical-level assistance to our vendors. You will diagnose and troubleshoot software problems.

**Responsibilities**:

- Ability to understand large scale architecture and communicate with different responsible parties
- Research and identify solutions to software/hardware issues
- Diagnose and troubleshoot technical issues including
- Connecting to POS stores /clearing cache data/ pulling out logs/ uploading logs to SharePoint
- Filling xml templates to send cache requests
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g. software teams)
- Refer to internal database 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 clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients

**Requirements**:

- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux or similar technologies is a plus
- Being familiar with ticketing tools like Jira and documentation tools like Confluence
- Basic SQL knowledge, like selecting fields from a table with certain criteria
- General POS Business Knowledge, and familiar to the POS world terminologies (pricing, costs, transactions, journals promotion etc)
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer or similar role
- Good understanding of computer systems, mobile devices and other tech products
- Hands-on experience with Windows/Linux/Mac OS environments, and tools like putty, WInSCP and CMD
- Familiar with database tools such as Oracle SQL developer, MySQL and SQL server
- Familiar with XML files structure and templates.
- Ability to diagnose and troubleshoot basic technical issues
- Excellent problem-solving and communication skills

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