Tech Support L3
hace 2 semanas
Description
**Responsibilities**:
**Level 2 Support**
- Extract test data from live environments using retrieval/desensitization scripts or queries provided by the client or principal.
- Collect and report metrics for weekly, monthly, and quarterly reporting.
- Conduct root cause analysis for incidents.
**Level 3 Support**
- Perform bug fixes and testing for Level 3 incidents raised via ServiceNow or other approved tools.
- Update or create system documentation when changes are made.
- Participate in incident, release, and problem management meetings as needed.
Qualifications and skills
**Education**: Bachelor’s degree in Information Systems, Computer Science, Industrial Engineering, or equivalent.
**Technical Skills**:
- Incident Management Tools: Proficiency in tools like ServiceNow, SM9, or Remedy.
- Technology: Basic knowledge of PL/SQL is a must.
- Programming Languages: Basic knowledge of Java and Python.
**Language Proficiency**:
- Strong written and spoken English and Spanish - required.
- Portuguese - a plus.
**Soft Skills**:
- Team spirit, self-motivation, and a positive attitude.
- Strong troubleshooting and problem-solving skills with attention to detail.
- Excellent customer service orientation.
- Proven ability to collaborate effectively as part of a development team and build robust knowledge bases.
- Ability to handle multiple tasks and interfaces in a dynamic environment.
Additional information
Location Latam Duration 6-12 months
Salary rate from 1500 to 2400 USD as a contractor
Tipo de puesto: Tiempo completo
Sueldo: $2.000,00 - $2.400,00 al mes
Experiência:
- ServiceNow: 2 años (Obligatorio)
- PL/SQL: 1 año (Obligatorio)
- lenguajes de programación: 1 año (Obligatorio)
- Tech support Level 2: 3 años (Obligatorio)
Idioma:
- inglés avanzado (Obligatorio)
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