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КариераКурсове
21.04.2017
★★★★★ TECHNICAL SUPPORT ENGINEER, ДЖАВЛИН ГРУП (БЪЛГАРИЯ) ЕООД
Месторабота София; Постоянна работа; Пълно работно време
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TECHNICAL SUPPORT ENGINEER


PURPOSE OF THE ROLE

If you join Javelin Group part of Accenture Strategy you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Javelin Group part of Accenture Strategy and enjoy an innovative environment where challenging and interesting work is part of daily life.

We need people who can challenge conventional wisdom, offer unique perspectives and conceive more innovative solutions for our business.

PURPOSE OF THE ROLE

The role is to provide a high quality technical and non-technical support service as part of our Support Team to customers operating on systems and software supplied by Javelin Group, according to the agreed Service Level Agreements during published operating hours.


DUTIES AND RESPONSIBILITIES

Technical Duties:

  • Troubleshoot platform jobs
  • Debug incorrect website behaviour – content, configuration or code related issues
  • Perform and smoke test code deployments and rollbacks
  • Configure and troubleshoot E-commerce Backend
  • Participate in direct communication with the client
  • Investigate and troubleshoot data feeds from 3rd parties in XML, WebService or SOAP format
  • Website monitoring and reporting

Soft Duties:

  • Performing diagnostics and maintenance on Demandware e-commerce Platform
  • Resolution of incidents in a professional, courteous manner
  • Systematically break down and solve complex or ambiguous incidents
  • Resolving issues, problems and service requests
  • Providing Root Cause Analysis
  • Liaise closely with internal teams (developers, business analysts, technical architects, testers) to reproduce and resolve issues
  • Communicate via e-mail, phone and other support management applications
  • Log and regularly update all relevant incident and/or service request details and customer interactions
  • Keep all involved parties regularly informed of incident progress, notifying them of impending changes, agreed outages and etc
  • Knowledge capture
  • Adhere to the set SLAs
  • Participation in improving processes and client relationships

SKILLS AND ATTRIBUTES

  • Strong active listening, multitasking, interpersonal and organisational skills
  • Positive, professional, empathetic and customer-focused manner
  • Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools
  • Must be self-motivated, disciplined, and takes responsibility for their own work
  • Hands on experience of Incident and Problem Management in a multi supplier environment
  • Detail-oriented
  • Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
  • Passion towards improving client experience

REQUIRED EXPERIENCE AND KNOWLEDGE

Essential:

  • 2+ years of experience with Windows environment
  • Server Communication
  • Web services
  • Application services
  • Networking fundamentals
  • XML
  • HTML
  • HTTP

Desirable:

  • Capable of reading and debugging JavaScript
  • Working knowledge of Demandware or other E-commerce platform
  • Linux and/or Unix experience
  • WebDAV
  • SOAP
  • Ajax, JSON fundamentals

EDUCATION AND QUALIFICATIONS

Desirable:

  • Strong education in a IT background
  • ITIL qualification – foundation level and above

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