We are looking for a reliable and resourceful Middle Support Engineer to join our team.
The role involves handling Level 1 (L1) support requests, ensuring efficient infrastructure support by following predefined runbooks, and maintaining high service quality. This position is ideal for individuals with a strong technical aptitude, excellent problem-solving skills, and a commitment to customer satisfaction.
Basic knowledge of MS Azure and its services is required.
This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, well-equipped offices in Tbilisi and Batumi or a coworking space in Kutaisi.
#LI-DNI
Responsibilities
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- Respond to and resolve Level 1 support requests, ensuring timely and accurate issue resolution in alignment with Service Level Agreements (SLAs)
- Follow established runbooks to manage, troubleshoot, and resolve infrastructure-related issues, escalating complex problems to higher-level teams when necessary
- Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system for future reference and reporting
- Monitor system performance and alert thresholds, ensuring the reliability and availability of infrastructure services
- Provide clear, concise updates to stakeholders and end-users regarding issue status and resolution progress
- Contribute to the maintenance and enhancement of support documentation, runbooks, and FAQs to streamline processes
- Experience in a technical support or IT operations role, and preferably with exposure to handling Level 1 support tasks
- Familiarity with infrastructure environments (e.g., servers, networks, cloud platforms) and basic troubleshooting practices
- Ability to follow technical runbooks and workflows systematically
- Strong communication skills, both written and verbal, to interface effectively with technical and non-technical users
- Basic knowledge of IT service management (ITSM) tools and processes
- We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
- We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly
- Free English classes with certified teachers
- We cover it all:
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Five trust days per year (sick leave without a medical certificate)
- Benefits package (sports activities, a variety of stores and services)