Software Support Engineer (Level 1, English)

Do you enjoy translating tech talk into clear, helpful support for users? Looking for a role where learning new technologies is part of the job? Ready to build your career in a place that values both technical skill and a customer-first mindset? If so, this opportunity might be the perfect fit for you. As a software support engineer, you will responsible for high availability and performance of applications for renowned customers. In your daily work, you will: Providing 1st level IT support Initial analysis of request/incident and resolution of simple or standard requests, replying to questions and recommending/implementing workarounds Logs incidents and service requests and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionWork collaboratively with other IT personnel to resolve user issuesApplies skills to resolve all technical trouble tickets at the service desk before referring to technical supportEscalates complex problems to the L2/L3 of support as required by documented proceduresFollow up ticket status and close ticket based on L2/L3 team confirmationDocumentation and classification of the required informationCoordination and assurance of resolution of all ticketsNotification of system users on incidents, errors and operational eventsTicket synchronization from and to customer ticket tools Maintenance of incident statisticsMonthly reports