Service Desk Engineer
Tuum
full-time
Posted on:
Location Type: Hybrid
Location: Tallinn • 🇪🇪 Estonia
Visit company websiteJob Level
Junior
Tech Stack
SQL
About the role
- Administration and 2nd and 3rd level support of all incidents towards the requester (customer)
- System and process monitoring, ensuring timely response, follow-up, and communication with any involved party in order to find a quick solution to the problem
- Identify, respond to, and resolve reported incidents and service requests according to process specifications and in line with SLAs and agreed support scope (“on call” at night and on weekends).
- Working with Product and DevOps Engineers to ensure customer environments are healthy and SLA goals are met
- Clearly document actions taken in our incident management system and communicate incident resolution to requesters
Requirements
- Experience working with or as a service/help desk engineer at least 1 year
- General understanding of the software development and maintenance process, monitoring, and system health
- Experience in working with APIs
- General understanding of databases and SQL skills
- Customer service-oriented and able to compose easy-to-follow yet professionally worded emails and process documentation
- Result-oriented and creative mindset, with the ability to prioritize in the timely escalation of technical problems
- Experience in projects related to banking, payments, cards, lending, or integrations is considered an advantage
- Excellent communication skills in English
Benefits
- Competitive salary
- Tuum stock options
- Hybrid-working (3 days a week in the office)
- 4 day work week during the summer months (June, July, August)
- Private health insurance or generous wellness compensation
- Career opportunities to grow both professionally and personally as we scale
- Bright and warm-hearted team of professionals delivering great things together
- All-hands-on-deck-approach (meaning that everyone delivers value regardless of responsibilities)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementAPIsdatabasesSQLsystem monitoringprocess documentationsoftware developmentservice requeststechnical problem escalationcustomer support
Soft skills
customer service orientationcommunication skillsresult-orientedcreative mindsetprioritizationproblem-solvingdocumentation skillsteam collaborationfollow-uptimely response