Level 2 Software Support/Maintenance (Ticketing)

Description

Job Summary: We are seeking a Level II Support professional for ticketing projects in large enterprises, focused on preventive and corrective maintenance, incident analysis and escalation, and continuous improvement. Key Highlights: 1. Level II Support Role in Ticketing Projects for Large Enterprises 2. Preventive and Corrective System Maintenance 3. Incident Analysis and Management, Including Escalation and Tracking DESCRIPTION We require a **Level II Support** profile with a minimum of 4–5 years of experience to work in a hybrid mode on ticketing projects for large enterprises. **Responsibilities** * Installation of software versions and configuration files * Execution of joint tests with the Level 1 team to reproduce incidents * Preventive Maintenance: * Periodic review of software versions and configurations * Load review, integrity analysis of information, and load error analysis * Housekeeping: log cleanup, database cleanup, compression of old files, and backup management * Restarting application servers, instances, and pod management * Certificate renewal * Process, database, and APM tool (Zabbix, Dynatrace) checks * Corrective Maintenance: Resolution of known errors using technical documentation or knowledge bases * Incident Analysis: Categorization and development of procedures for escalation and resolution * Escalation: Escalation to Level 3 in JIRA for intervention by development, IT, and DB teams * Tracking: Continuous tracking of cases escalated from Level 1, ensuring traceability, adherence to resolution timeframes, effective communication, and JIRA tracking of cases escalated from Level 3 * Continuous Improvement: Proposal of operational process improvements **What We Offer?** * Indefinite contract with us. * Working hours: Mon–Thu 08:00 \- 09:00 / 17:00 \- 18:00 with flexibility; Fri and summer: 08:00 \- 15:00 * Hybrid modality in San Fernando de Henares: 2 days office, 3 days remote. * Professional development * Job stability * Salary: Open \+ access to flexible compensation REQUIREMENTS * Knowledge of Oracle and SQL Server databases * Knowledge of system modeling (HW/SW) * Knowledge of SQL Developer and Oracle database administration * Knowledge of Linux and Windows operating systems * Knowledge of Microsoft Office * Experience in operational meetings with clients * Experience with the Atlassian suite (JIRA, Confluence, etc.) * Experience with ticketing management tools (Maximo, Remedy, GMAU, etc.) Basic knowledge of microservice architectures (Kubernetes) * **Desirable Requirements / Additional Information** * Basic occupational health and safety (PRL) training * Use of PPE (boots, vest, helmet) * Availability to conduct station-based tests related to self-service terminal maintenance * Willingness to assume future tasks related to evolutionary updates of kiosks