Technical Support Engineer – International Project

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Reply

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10,000+ employees

Founded 1996

Reply specialises in the design and implementation of solutions based on new communication channels and digital media. As a network of highly specialised companies, Reply defines and develops business models enabled by the new models of AI, big data, cloud computing, digital media and the internet of things. Reply delivers consulting, system integration and digital services to organisations across the telecom and media; industry and services; banking and insurance; and public sectors.

📋 Description

• Act as the first point of contact for incidents and service requests related to Data and AI Foundations. • Perform incident qualification, impact analysis, and prioritization. • Execute standard operational actions and known procedures. • Ensure timely communication with users and stakeholders. • Escalate incidents to L2 or L3 according to defined processes. • Maintain accurate incident tracking and reporting. • Contribute to continuous improvement of support processes. • L1 incident handling and triage. • Operational monitoring. • Execution of standard corrective actions. • User communication and coordination.

🎯 Requirements

• Experience in IT support or operational roles. • Technical understanding of applications and APIs. • Experience with incident and ticketing tools. • Ability to follow operational procedures and SLAs. • Ticketing tools (ServiceNow or equivalent) • Monitoring tools • APIs • Exposure to Data or AI platforms (Nice to Have) • Basic scripting knowledge (Python or equivalent) (Nice to Have) • Experience in 24/7 or on-call support environments (Nice to Have)

🏖️ Benefits

• 100% REMOTE! • Inclusion and diversity in the workplace