Your tasks
Handle service requests, changes, incidents, and problems, ensuring accurate ticket documentation and timely closure.
Monitor operational events, incoming customer concerns, and alerts, escalating issues to higher support levels when required.
Provide advanced troubleshooting, simulate customer problems in test environments, and recommend fixes to Service Operations and Development teams.
Support the Operations Team by assisting with Linux system checks, monitoring, and logging activities, helping maintain service uptime and performance.
Communicate proactively with customers during incidents, offering guidance on using Utimaco products and services to improve satisfaction.
Contribute to continuous improvement by documenting processes, creating work instructions, and maintaining knowledge bases.
Your profile
University degree in Computer Science, IT, or related field, with 2â3 years of experience in a similar technical support role.
Experience in incident and problem resolution, change management, and ITIL v3 Foundation certification preferred.
Knowledge of Linux and Azure administration; familiarity with RESTful APIs, SSO solutions, TCP/IP networking, and programming (Java, Python, PHP, C/C++) is a plus.
Familiarity with monitoring and logging tools such as Grafana Loki and Prometheus; HSM (Hardware Security Module) knowledge is a plus.
Technical understanding of Utimaco services/products, encryption solutions, and basic cryptography concepts.
Strong communication, documentation, and analytical skills, with a cooperative, service-oriented mindset and flexibility for off-shift work when required.
