Your next challenge: 2nd Level OKAPI Support.
**Tasks**
**Key Responsibilities**
**Incident Management:**
- Log, categorize, and prioritize incidents using the ITSM tool (e.g., ServiceNow, Jira).
- Analyse and resolve L2 incidents.
- Fulfill Service-Request.
- Perform initial diagnosis and resolve or escalate issues to L3 teams or similar.
**Monitoring & Alerts:**
- Respond to system alerts and take appropriate action.
- Setup monitoring for applications.
**User Support:**
- Provide support to end-users via email, phone, or ticketing system.
- Assist with user access, configuration issues, and basic troubleshooting
**Documentation:**
- Maintain knowledge base articles and support documentation.
- Document incident resolutions and known errors.
**Collaboration:**
- Work closely with L2/L3 support, development, and infrastructure teams.
- Participate in daily stand-ups or support meetings as needed.
**Requirements**
- Basic understanding of application architecture and IT systems.
- Familiarity with databases (MongoDB), operating systems (Windows/Linux), and networking fundamentals.
- Experience with ticketing systems and monitoring tools.
- Strong communication and problem-solving skills.
- Ability to work in shifts or on-call rotation if required
- Business English.
**Preferred Qualifications:**
- Prior experience in IT support or helpdesk roles.
- ITIL Foundation certification is a plus OR PSM OR GIT
- Knowledge of scripting (e.g., PowerShell, Bash) is an advantage or Java/Javascript
**Tasks**
**Key Responsibilities**
**Incident Management:**
- Log, categorize, and prioritize incidents using the ITSM tool (e.g., ServiceNow, Jira).
- Analyse and resolve L2 incidents.
- Fulfill Service-Request.
- Perform initial diagnosis and resolve or escalate issues to L3 teams or similar.
**Monitoring & Alerts:**
- Respond to system alerts and take appropriate action.
- Setup monitoring for applications.
**User Support:**
- Provide support to end-users via email, phone, or ticketing system.
- Assist with user access, configuration issues, and basic troubleshooting
**Documentation:**
- Maintain knowledge base articles and support documentation.
- Document incident resolutions and known errors.
**Collaboration:**
- Work closely with L2/L3 support, development, and infrastructure teams.
- Participate in daily stand-ups or support meetings as needed.
**Requirements**
- Basic understanding of application architecture and IT systems.
- Familiarity with databases (MongoDB), operating systems (Windows/Linux), and networking fundamentals.
- Experience with ticketing systems and monitoring tools.
- Strong communication and problem-solving skills.
- Ability to work in shifts or on-call rotation if required
- Business English.
**Preferred Qualifications:**
- Prior experience in IT support or helpdesk roles.
- ITIL Foundation certification is a plus OR PSM OR GIT
- Knowledge of scripting (e.g., PowerShell, Bash) is an advantage or Java/Javascript
