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L3 Technical Support Specialist

2 months ago

Par, Cornwall, United Kingdom Wakapi Full time

Job Summary:

We are seeking an experienced Technical Support Specialist to join our team at Wakapi. As a key member of our technical support team, you will be responsible for providing high-level technical assistance to our vendors and ensuring the smooth operation of our enterprise-level Managed File Transfer (MFT) solutions.

Key Responsibilities:

  • Technical Support: Provide technical-level assistance to our vendors, including troubleshooting and resolving complex technical issues related to our MFT solutions.
  • System Administration: Utilize tools like PuTTY and WinSCP to access remote systems, retrieve logs, and update essential files to ensure system health and performance.
  • Problem-Solving: Analyze system discrepancies and missing data by crafting and executing SQL queries to pinpoint root causes of technical problems.
  • Collaboration: Work effectively with development teams using Jira ticketing system to resolve database-related issues and implement permanent fixes.
  • System Maintenance: Maintain system health and performance by initiating cache updates and escalating unresolved issues to appropriate internal teams.
  • Software Troubleshooting: Identify and resolve software issues through the effective use of Linux commands, scripting languages (e.g. Python), and SQL queries.
  • Task Management: Prioritize and manage multiple open tickets simultaneously to ensure efficient issue resolution.
  • Automation: Automate repetitive tasks across multiple POS systems using scripting languages to enhance troubleshooting efficiency and reduce manual effort.

Requirements:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a relevant field.
  • Technical Skills: Understanding of Linux and AIX commands, ability to create ad-hoc SQL queries, and basic Microsoft Office skills.
  • Experience: Experience with Point-of-Sale systems is a plus, as well as knowledge of environmental variables, XML, and scripting languages like Bash and Shell.
  • Communication Skills: Excellent verbal and written English communication skills.

Working Schedule:

The working schedule will be covering 24 hours, 7 days a week, based on team shifts. The hours will be 8AM-4PM, 4PM-1AM, 1AM-10AM, or 10AM-7PM, 5 days a week, from Monday to Sunday (CT time zone).