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Customer Service
Junior 2nd Line Support Engineer
@Openprovider
[Hiring] Junior 2nd Line Support Engineer @Openprovider
Mar 05, 2025 - Openprovider is hiring a remote Junior 2nd Line Support Engineer. đź’¸ Salary: unspecified. đź“ŤLocation: India.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We're looking for a self-organised, passionate Junior 2nd Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise.
This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage.
This role is ideal for recent graduates who are eager to begin their career in the IT industry and gain hands-on experience in a supportive, fully remote environment.
Mission
- Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.
Goals
- Solving customers’ problems effectively and conserving 1st line team’s time through automated solutions and workarounds.
- Reducing Development team’s workload by solving what is possible and describing the rest.
- Bridging communications between the two lines of support.
- Creating, documenting, managing, and improving processes.
Key responsibilities
- Work in rotational shifts to provide 24/7 support to customers.
- Work with issues too technical for the 1st line.
- Solve issues too simple for the Dev team.
- Investigate, assess, describe, prioritise and systematise issues for further escalation.
- Reduce manual work by creating automation scripts/SQL queries/Support tools.
- Technical ownership of Admin control panel.
- Document solutions and workarounds in Confluence/KB.
- Educate 1st line on issues they can solve themselves.
- Improve support workflow by introducing new and improving existing processes and methodologies.
- Process tasks created by other departments in the 2nd Line JIRA board.
- Escalate critical and complicated issues to senior 2nd Line Team.
- Monitor and process failed RATs (Renewal As Transfer).
- Manage 1st line’s expectations in regard to escalated issues.
- Assess, process, and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately.
- Filter information received from the 1st line and translate only the necessary to the Dev team.
- Translate information from the Dev team to the 1st line in a clear, timely, and comprehensive manner.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related IT field.
- Advanced written and spoken English.
- Basic DNS knowledge.
- Basic Linux proficiency.
- Linux certification (Eg: RedHat, Linux Foundation).
- Basic MySQL proficiency.
- Basic knowledge of mail, scripting and logs.
Requirements
- Strong written and spoken communication skills.
- Approachability: Easily approachable, sensitive, and patient with others' anxieties.
- Action Oriented: Enjoys working hard, full of energy for challenges.
- Compassion: Genuinely cares about people, ready to help, empathetic.
- Conflict Management: Addresses conflicts proactively, good listener, can settle disputes equitably.
- Customer Focus: Dedicated to meeting customer expectations, uses feedback for improvement, builds trust and respect.
- Peer Relationships: Team player, encourages collaboration, solves problems with peers amicably.
- Self-Development: Committed to continuous improvement, adaptable, leverages strengths, and compensates for weaknesses.
Benefits
- Full-time position, long-term contract.
- 100% remote work (you can work from any location, no need to go to the office).
- Paid time off and sick leaves.
- Work schedule: 5 days/week, 8 hours/day.
- Shift Rotation: work on a rotational schedule, including night shifts, weekends, and holidays, to ensure 24/7 global support coverage.
- Job training: first 2 months will be a training period (in a daytime) before going into shifts.
- International team and regular online and offline events to stay connected.
- Internal workshops, and knowledge-sharing sessions.
- Quarterly review and annual salary review.
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| đź“Ť | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
India
|
|
Job Type
contract
|
Posted
Mar 05, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
