Assist in monitoring and managing the day-to-day operations of our customers’ systems and services, ensuring that events are handled appropriately (working hours Mon-Fri 9-17:00 CET + 17-21:00 as an on-call support, additional on-call support on weekends and bank holidays 9-21:00 CET, extra paid)
Liaise with our development teams to resolve reported issues tracking faults on occurrence, follow through to resolution
Maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes
Manage the tracking and escalation of incidents and complete root cause analysis
Contribute to continual service improvement
Work within our support team covering out of hours support for our cloud operations
Coordinate with other teams to handoff build guidance to complete orders where managed service support is request
Coordinate with other services teams where cloud and virtualisation-specific issues are escalated
Advocate for customer needs within Sonalake
Prepare troubleshooting guides for other team members or customers

Completed a Bachelor’s degree in Computer Science, Information Technology or other highly technical discipline
Have 2-3 years’ experience within IT field with L2/L3 support skills and supporting external customers, rather than just employees
Have experience with Linux
Communicate well, both orally and in written form (EN)
Have worked in an IT operations systems
Know how to work with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls
Have a proactive approach to spotting problems, areas for improvement, and performance
Can troubleshoot in a variety of OS environments including *nix, macOS and Windows
Like to troubleshoot database connectivity issues using a variety of diagnostic tools and methods (e.g. client software, drivers/connector)
JSON/XML syntax understanding; experience with (REST) API testing with tools like Postman/Swagger (Nice to have)
Have a strong customer focus and ownership
Are able to write effective handoffs from shift-to-shift for ongoing support issues
Have a willingness to learn and adapt to the entire technology stack
AWS knowledge (nice to have)
Understanding Telecom systems (nice to have)

Remote-first approach with many team-building activities. You can work from our offices in Dublin, Poznan or Bratislava, or work on a fully remote or hybrid basis. We believe in a healthy work-life balance;
Every Sonalaker gets a training budget and paid training days every year to upskill. This covers courses, training, books or conferences;
We’ve a flat organisational structure with an emphasis on open, honest communication. There are no siloes, no hierarchies and no barriers;
We focus on innovation: we run projects to evaluate new frameworks, create tools for internal use, contribute to the open source community and research new ways to use existing products in new problem domains;
Indefinite period employment contract.

System Support Engineer

Key skills