Operational Support Engineer at Ezra

The Role / Job

• Deliver L1 Operational Support to both external and internal clients.
• Analyze and validate incoming information from clients to identify, troubleshoot, and resolve reported issues.
• Keep Service Management Incidents updated with accurate status and resolution codes using Jira.
• Manage customer care tickets, addressing issues related to downtimes and ticket status, and ensuring client satisfaction.
• Accurately log and track completed and pending tasks within the ticketing system.
• Serve as the primary liaison between Operations, Services, and Engineering for escalating unresolved issues requiring advanced technical intervention.
• Relay resolution details from Engineering back to Operations or document any additional requirements for root cause analysis.
• Contribute to the development and maintenance of the Knowledge Base.
• Monitor and oversee system performance across all markets.
• Additional responsibilities include creating documentation, managing large-scale deployments, and providing on-call support as needed.

Knowledge Required

• Strong analytical and critical thinking abilities.
• A proactive mindset towards investigation and problem-solving.
• Exceptional troubleshooting skills with the ability to uncover deeper insights.
• Expertise in systems analysis.
• Effective communication skills, both verbal and written.
• Proficiency in creating clear and concise reports.
• Knowledge of French language is a strong plus.

Qualifications

• A bachelor's degree in computer science, programming, or a related field.

Experience

• 3+ years of hands-on experience in configuring, deploying, and supporting client systems within a highly managed environment.
• Proven track record in L1 Support and Customer Care within B2B2C or B2C settings, particularly in the fintech, banking, or telecom sectors.
• Proficiency with workstations and rack-mounted server hardware, including BIOS and RAID configurations.
• Strong familiarity with operating systems, including Windows and various Linux distributions (e.g., BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian).
• Experience with common tools such as Jira, Confluence, Grafana, Zabbix, etc.
• Basic scripting knowledge, and familiarity with SQL for database queries.
• Understanding of network fundamentals and protocols, including TCP/IP, DNS, and VPN configurations.