IT Support Specialist

ABOUT THE ROLECrossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 900% in just under 4 years. Our mission now is to build direct-to-consumer brands and increase customer LTV.Position overview:As part of Technology Innovations CoE - supervised by the Engineering Manager & advised by the firm's CTO, you'll also check in with the team daily on the project, collecting information from other products to remain in sync with the entire eco-system in an Agile mindset & strong-Tech Startup environment culture. (Silicon Valley style Tech-startup)We are creating a comprehensive Cross-border eCommerce Platform that features solutions for Storefront, Payment Gateway, Inventory, Catalogs, Logistics, Marketing Insights, CRM... Here are some examples:- Develop a Storefront solution.- Centralize payment gateways for managing transactions and after payment business (such as: refund, chargebacks, claims, inquiry,..).- Integrate various 3rd services to operate a complete supply-chain system including inventory, catalogs, logistics tracking, and more...- Convert raw data from marketing campaigns, transactions, user behavior, etc. into insights beneficial and significant for business operations.- Plus, numerous other opportunities await your input.We are seeking IT Support Specialists to ensure 24/7 operational excellence of our systems, collaborate on troubleshooting, and provide 1st level support to our internal and external users. This team will play a critical role in monitoring system health across various dashboards including Grafana and AWS, liaising with 3rd-party cloud providers, and ensuring the robustness of our office network and devices.WHAT YOU WILL DO- System and Infrastructure Monitoring: Actively monitor system dashboards, Slack alerts, infra boards on Grafana, AWS, and other 3rd-party cloud services. This proactive approach aims to identify and address issues before they impact operations.- Platform End-user Support: Watch over communication channels, including Slack and Phone, to promptly handle 1st-level requests with efficiency and escalate complex issues to the Tech team for 2nd and 3rd-level support resolution.- Office Infrastructure Support: Ensure the reliability and security of the office network infrastructure, including Wi-Fi, routers, and switches. Troubleshoot and resolve issues related to office hardware, such as printers, laptops, and TVs, to minimize downtime and support productivity.- Software and Applications Support: Provide comprehensive support for office software and applications, assisting end users with troubleshooting, updates, and optimal usage practices. Manage user access to software, and ensure the smooth operation of all office productivity tools.- After-Hours Monitor & Support: Participate in the rotation for monitoring systems during holidays and out-of-office hours. This commitment guarantees continuous system reliability, ensuring that our eCommerce platform remains operational at all times.- Daily Monitoring and Reporting: Generate and analyze daily monitoring reports to identify trends and areas for system improvement. This ongoing analysis is vital for continually enhancing the stability and performance of our IT infrastructure.- End-User Training and Support: Conduct training sessions for internal users to promote IT literacy and ensure efficient use of office technology and software. Develop and maintain user guides and FAQs to empower users with self-service troubleshooting options, enhancing their ability to resolve minor issues independently.- Documentation and Knowledge Sharing: Document support activities, resolutions, and preventative measures. This effort contributes to a growing knowledge base, enhancing our ability to quickly address future issues and share insights within the team.- Team Collaboration: Work collaboratively within a team of IT Support Specialists. This unified approach ensures comprehensive coverage and swift resolution of technical issues, leveraging the collective expertise of the team.