Support Specialist

Job Summary

This entry-level role combines responsibilities from both support and operations domains, designed for individuals eager to improve and empower their career in IT. The position involves monitoring systems, troubleshooting issues, deploying solutions, and providing first-level support to customers. You will work closely with DevOps and Service Desk teams, ensuring smooth operations and high-quality service delivery. The role offers exposure to modern technologies such as AWS, Kubernetes, Docker, and CI/CD tools, with opportunities for growth and learning in a dynamic environment.

Required skills

Minimal

• Good command of English (verbal and written)
• Strong analytical and problem-solving skills
• Service-oriented attitude with patience and attention to detail
• Proactive approach and responsibility for assigned tasks
• Ability to work in a shift system (24x7 support environment)
• Practical knowledge of MS Excel
• Familiarity with ITIL methodologies
• Basic understanding and knowledge of Monitoring tools (Grafana, Prometheus), Orchestration tools (Kubernetes), CI/CD tools (Jenkins), Cloud networking (AWS), Container solutions (Docker)
• 1+ year experience in IT industry, customer support, Ops or DevOps engineering

Nice to have

• Familiarity with SQL
• Coding knowledge (Python, Bash)
• Knowledge of ITSM tools and Atlassian suite (Jira, Confluence)
• Understanding of infrastructure monitoring and troubleshooting
• Familiarity with ticketing systems and escalation processes

Key responsibilities

• Monitor, analyze, and maintain data processing and infrastructure solutions
• Deploy new solutions using CI/CD tools
• Provide first-level support for technical issues and concerns
• Respond to and track issues, ensuring timely resolution or escalation
• Perform basic troubleshooting and quality checks on data and systems
• Collaborate with DevOps (L2, L3) and Service Desk (L1) teams for issue resolution
• Ensure professional handling of all internal and external customer interactions

Additional responsibilities

• Manage direct contact with data owners to enter, maintain, and obtain missing data
• Take ownership of processing issues and client cases
• Perform infrastructure monitoring and resolve related issues
• Participate in on-call duties for urgent operations
• Document processes and maintain accurate records
• Support continuous improvement initiatives and knowledge sharing within the team