Provide on-site support to end users at the client's location, logging and handling first-level (L1) tickets
Support hardware and software: installation, basic configuration, updates and troubleshooting of workstations, laptops, printers and peripherals
Assist in setting up user accounts (email, system access, network, printers) according to defined procedures
Record all service interactions in the ticketing/ITSM tool, keeping histories up to date and organized
Classify, prioritize and escalate tickets to higher levels (L2/L3) when necessary, following the agreed client workflow
Assist with preventative maintenance activities (equipment checks, logical cleaning, basic software updates, etc.)
Support equipment inventory, IT asset control and hardware movement within the client's environment
Strictly follow procedures, information security policies and the internal rules of the client and Rox
Assist users with basic guidance on operating systems, Office suite and main corporate applications
Report any critical incident, risk or anomaly identified in the client's environment to the immediate supervisor

Requirements

Practical experience with tools such as Grafana and Kibana
Familiarity with Google Cloud Platform (GCP) monitoring tools (e.g., Cloud Monitoring, Cloud Logging)
Strong ability to create and manage proactive alerts to ensure system health
Understanding of distributed systems and architectures using REST for communication
Proficiency with tools such as Postman or Insomnia to diagnose and simulate REST (API) requests
Advanced SQL knowledge, with a focus on PostgreSQL
Ability to build complex queries for data analysis and troubleshooting
Experience performing data modification and insertion operations (DML) safely
Knowledge of at least one programming/scripting language (e.g., Python, Bash) for automation of support and maintenance tasks
Experience with Agile methodologies (Scrum/Kanban)
Awareness of ITIL practices applied to Incident Management
Familiarity or experience using Artificial Intelligence (AI) tools to optimize, assist or support support activities (e.g., log analysis, documentation generation)

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

SQLPostgreSQLPythonBashRESTGrafanaKibanaGoogle Cloud PlatformAgile methodologiesITIL

problem-solvingcommunicationorganizationattention to detailcustomer service