JOB DESCRIPTION

• Provide second-line support for complex technical issues escalated from L1.
• Use Jira Service Desk to triage, prioritize, and track IT tickets in line with internal SLAs.
• Maintain and improve internal documentation and knowledge base articles to support both users and IT staff.
• Diagnose and resolve complex IT issues using your knowledge of internal systems.
• Take ownership of incidents, ensure timely resolution, and escalate to L3 or external partners when needed.
• Optimize and fine-tune monitoring tools to enhance visibility, reliability, and proactive incident response.
• Develop or adapt lightweight scripts (e.g., PowerShell, Python) to automate repetitive support tasks.
• Collaborate across teams to troubleshoot and resolve issues, contributing to service improvement initiatives.
• Promote a culture of innovation and continuous improvement by staying up to date with industry best practices.

REQUIREMENTS

• Solid understanding of IT systems and standard support practices.
• Knowledge of monitoring tools such as Prometheus, Grafana, Sentry, Kibana, Elasticsearch.
• Experience with scripting or automation using tools such as PowerShell, Python, or Bash.
• Basic knowledge of SQL for querying and analyzing data to support troubleshooting.
• Strong analytical and problem-solving skills, with the ability to manage multiple issues simultaneously.
• Excellent communication skills, both verbal and written, with a user-centric approach.
• Ability to work effectively both independently and as part of a team.
• Commitment to delivering high-quality customer service.
• Proactive approach to continuous learning and staying abreast of technological advancements.
• Familiarity with AWS and the Microsoft 365/Azure ecosystem is a plus.

YOU ARE SOMEONE, WHO'S:

• Has over 2 years of experience in a similar role.
• Has strong English language proficiency, both written and verbal.
• Is organized and detail-oriented, ensuring accuracy and efficiency in all tasks.
• Is focused on customer satisfaction and resolving user issues.
• Is a quick learner, eager to take on new challenges.
• Is a collaborative team player who works well with diverse teams.
• Is proactive, self-motivated, and ready to make a significant impact.
• Has exceptional communication and organizational skills, thriving in collaborative environments.

WHAT'S IN IT FOR YOU

• You will accelerate your career by joining the #1 e-commerce grocery company in Baltic countries. 🚀
• Additional health insurance
• You will enjoy Barbora.lt and partner discounts.
• A high degree of collaboration and autonomy, motivated colleagues and access to cutting-edge technologies.
• Fully equipped kitchen with coffee, cold drinks, and snacks.
• Company events and team-buildings!

Salary for this position ranges from 2000 EUR to 2500 EUR gross and depends on your experience.