L1/L2 Support Specialist

Orange Systems is the IT hub of Orange Moldova. An IT park resident, with over 800 employees, that delivers advanced IT solutions, enhancing a wide range of activities and full cycle development, impacting millions of customers across Europe.

Orange Systems is looking for a new colleague to fill in the position of L1/L2 Support Specialist.
In this role, you will act as the first line of support for our customers and partners, managing incidents, performing technical qualifications, and ensuring high levels of customer satisfaction. The ideal candidate will possess a blend of technical knowledge and excellent communication skills, with a commitment to continuous improvement.

Responsibilities:

Handle inbound requests from tickets, emails, or phone calls.
Manage alerts from our monitoring systems.
Perform incident management including ticket creation, categorization, and initial triage.
Conduct initial troubleshooting and escalate complex issues to L3 support when necessary.
Ensure timely status updates and adherence to SLA commitments.
Perform post-incident activities, including ticket closure and customer satisfaction checks.
Guide customers in using technical and operational tools (Console, Portal).
Assist with data visualization, configuration changes, and license management.
Conduct outbound calls to plan maintenance windows and recommend software updates.
Gather and manage customer technical parameters for appliance configuration.
Deploy configurations and conduct acceptance tests with partner field service technicians.
Perform day-to-day technical operations using validated playbooks.
Deploy configurations both during and outside business hours.
Regularly gather data for reporting and invoicing
Perform consistency checks and prepare operational reports for customers.

Requirements:

Proficiency in English.
Strong knowledge of network protocols (IPv4, IPv6, IP routing, VLANs, VRRP, BGP, Ethernet).
Basic Linux system administration (Ubuntu).
Experience with monitoring tools (Prometheus, Grafana) and ticketing systems (Zendesk).
Familiarity with remote access (SSH), log management (Loki), and communication tools (Slack, Google Workspace, Microsoft Office 365).

Good to have:

SCION protocol, SDWAN, VPNs (IPSec/wireguard).
Automation/IaC tools (Ansible, Terraform/Pulumi).
Virtualization technologies (vmware ESXi, KVM, Proxmox).
Software development (Go, Python, Typescript).
Cloud environments (GCP, AWS, Azure).
Databases (PostgreSQL/MySQL, BigQuery).
CCNA or similar.
Experience with CRM (Hubspot) and LMS systems (Coassemble).

What's in it for you:

international environment and guaranteed life-work balance
a unique learning experience in our company
working experience with great potential for growth
competitive salary
Benefits and compensations that you can discover on https://www.orange.md/?l=1&p=1&c=1&sc=5

We invite you to join Orange for a unique learning and working experience, with great potential for growth in an innovative environment.

If you share the same views, please send us your CV today. We will be happy to welcome you into a young and dynamic team!

Working for Orange is one of a kind experience. Come check it out!

Orange Systems
8, Calea Iesilor street, Chişinău, Moldova