IT Operations Technical Support Engineer

hace 2 semanas

Mendoza, Argentina Wakapi A tiempo completo

The Role:

We are seeking an IT Operations Technical Support Engineer to provide technical-level support to vendors and internal stakeholders, including the build-out and support of new workflows. This role focuses on ensuring system reliability, efficient incident resolution, and continuous operational improvement.

Responsibilities:

  • Provide remote technical support to identify, troubleshoot, and resolve software and system issues.

  • Access remote systems using tools such as PuTTY and WinSCP to retrieve logs, update files, and perform system-level diagnostics.

  • Analyze system discrepancies and missing data by writing and executing SQL queries to identify root causes.

  • Investigate and resolve complex issues through detailed log analysis and structured troubleshooting.

  • Collaborate with development and engineering teams via the Jira ticketing system to resolve issues and implement permanent solutions.

  • Maintain system stability and performance by performing cache updates and validating system consistency.

  • Escalate unresolved or high-impact issues to appropriate internal teams with clear technical context.

  • Identify and resolve software issues using Linux and AIX commands, SQL, and scripting languages such as Python.

  • Manage and prioritize multiple open tickets concurrently to ensure timely and effective resolution.

  • Automate repetitive operational and troubleshooting tasks across multiple POS systems to improve efficiency and reduce manual effort.

  • Contribute to operational documentation and knowledge sharing to support consistent issue resolution.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.

  • Strong understanding of Linux and AIX commands, including file operations, permissions, and process handling.

  • Ability to write ad-hoc SQL queries (DB2, MySQL, SQL Server).

  • Experience analyzing system logs and troubleshooting production issues.

  • Familiarity with environment variables and system configurations.

  • Basic Microsoft Office skills.

  • Knowledge of XML.

  • Excellent written and verbal English communication skills.

Nice to have:

  • Experience with Point-of-Sale (POS) systems.

  • Python scripting experience.

  • Exposure to Power Automate and Power BI.

IMPORTANT

This position operates on a 24/7 support model with rotating shifts. Shifts are 8 hours per day, 5 days per week, and may include:

  • 8:00 AM – 5:00 PM

  • 4:00 PM – 1:00 AM

  • 1:00 AM – 10:00 AM

  • 10:00 AM – 7:00 PM

Workdays may fall between Monday and Sunday based on team scheduling. 

Wakapi Web

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