Reporting to the Operations Support Manager the Support Analyst monitors application and infrastructure components to ensure they are up and running and applies processes and technical knowledge to restore normal service operation as quickly as possible in case of an incident so to minimize any adverse impact on business operations.

Level-2 support has good technical and functional knowledge of all proprietary and third-party components/platforms that cover the full range of customer solutions/services.

This is a fixed-term full-time position.

For this role you must be able to work on a hybrid basis with at least 1 day/week working in our office based in Skopje.

Responsibilities

• Providing 2nd line support directly to external clients, taking care of communications between the customer and the 3rd level support teams when required
• Investigating, analysing, and resolving as a part of BAU
• Managing incidents in a timely manner (within SLA defined), and escalating/communicating to business, technology and vendor partners when required
• Monitoring Support mailboxes and taking required actions
• Monitoring the hosting platform and applications and operating incident management service
• Using web development and programming technical knowledge to triage, prioritize, troubleshoot, and escalate or resolve customer application issues
• Ensuring that operations run smoothly, using operational and technical job sheets and checklists
• Ensuring that platform monitoring is set up appropriately and efficiently and support with improving ways of working
• Safeguarding SLAs by promptly apply mitigation procedures or escalating
• Maintaining the support knowledge base, documenting new issues and procedures
• Willing to work out of hours on a shift-based rosters (24/7 coverage)

A B2B Support Analyst with a love for technology, and:

• Knowledge of Web Applications
• Basic understanding of scripting languages
• Familiarity with cloud computing
• Windows, MAC, Linux Operating System
• Basic Networking, communication protocols
• PowerShell and/or Bash command line
• Familiarity with DB’s
• Familiarity with monitoring

We’re looking for someone who is:

• driven to push the boundaries and lead change and performance
• communicative to leave no-one in the dark and to work with your team successfully
• reliable so we know that we can call on you to meet deadlines
• passionate about the latest technologies and standards
• proactive to suggest improvements, identify and fix potential issues
• solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.