Middle Application Support Engineer

Summary

Join ELEKS Customer Support Office as a Middle Application Support Engineer (L2) in Kyiv, Lviv, Ternopil, Ivano-Frankivsk, or remotely. This role supports a Swiss commodity trading company's applications, including supply chain and risk management solutions. You will handle complex tickets, investigate customer issues, and proactively maintain IT systems. The team consists of five engineers managing ten applications. The position requires 2+ years of experience in L2 application support, MS SQL knowledge, understanding of business logic, and upper-intermediate English. Problem resolution skills and customer communication experience are essential.

Requirements

• 2+ years of experience
• Experience as a L2 application support analyst
• Problem (L2) resolution
• Knowledge of MS SQL
• Understanding business logic of apps
• Experience in communications with customer or support work
• Upper-Intermediate English (written and spoken)

Responsibilities

• Deal with registered and escalated complex tickets
• Investigate and reproduce customer issues
• Proactively install, configure and monitor various IT systems
• Document all resolutions through the support desk system, produce and maintain the documentation and templates on IT processes
• Provide daily maintenance: backup and restore, new version deployment and roll back, periodic system cleanup, OS and components upgrade, security patching etc
• Take ownership to resolve customer requests in accordance with SLAs and incident management protocols