SkyCell AG is hiring a
2nd Level Support Specialist

Summary

The job is for a 2nd Level Support Specialist in a company that specializes in transporting temperature-sensitive medicines. The role involves resolving technical issues, providing advanced technical support, suggesting system improvements, monitoring systems, collaborating with teams, and more. Requirements include a Bachelor’s degree in Computer Science or equivalent experience, extensive IT support experience, proficiency in multiple operating systems, understanding of database systems, basic knowledge of scripting languages, excellent problem-solving skills, ability to work collaboratively, and detail-orientation.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• Extensive IT support experience, including complex problem resolution
• Proficiency in supporting multiple operating systems, such as Windows, Linux, and macOS
• Understanding of database systems (e.g., SQL) and ability to perform data analysis tasks
• Basic knowledge of scripting languages (e.g., PowerShell, Bash, Python) for automating tasks
• Extensive experience with checking logs and supporting and monitoring complex applications
• Excellent problem-solving skills and the ability to think analytically
• Ability to work collaboratively in a team environment and manage multiple priorities
• Detail-oriented with a commitment to high quality and accuracy

Responsibilities

• Investigate and resolve issues escalated through various channels with minimal disruption
• Perform in-depth root cause analysis to identify underlying issues and prevent future occurrences
• Provide advanced technical support to internal teams and potentially end-user for complex issues
• Suggest, document and coordinate with the development team system improvements
• Continuously monitor systems and applications to identify potential issues proactively and resolve them
• Collaborate with the development team to resolve high complex issues, documenting all steps taken
• Support the development team with release deployments, validations and troubleshooting
• Create and update detailed documentation for troubleshooting steps, known issues, and solutions
• Train and mentor support staff on common issues, resolutions, and best practices
• Automation of repetitive processes and tasks to increase teams productivity
• Maintain clear and timely communication with all stakeholders regarding the status of their issues, expected resolution times, and any necessary follow-up
• Collaborate with development teams to identify, report, and test software bugs and enhancements
• Analyse complex datasets to extract meaningful insights, contributing to data-driven decision-making
• Continuously look for ways to improve support processes, tools, and workflows to increase efficiency
• Collaborate with cross-functional teams to address complex issues and ensure system stability
• Support POC initiatives through data set-up, configuration and any automation required

Benefits

• Remote working
• Flexible working hours for work/life balance
• Interdisciplinary and varied projects
• Diverse and global work culture/ environment
• Possibility to work for an environmentally conscious company