Associate Technical Support Engineer

Associate Technical Support Engineer

We are currently hiring for Associate Technical Support in our team and are responsible for analyzing and troubleshooting technical problems and/or functionality questions and providing a solution to resolve the issue. Issues can be application-specific, and/or related to integrations internal to the product, or with the application web server and backend database.

You will be joining a cross-functional delivery team with different nationalities, backgrounds, and experience levels. All team members collaborate to deliver solutions that best satisfy the needs of our business and we are working to create a culture that encourages new ideas and innovation but within the boundaries of the technologies that best suit the vision that Springer Nature has defined.

Role responsibilities include:

• 1st level support for production systems/users
• Communication with system integrator/key account manager
• Knowledge for any ticketing tool, preferred JIRA
• Bug logging, prioritizing, tracking, analysis, and reporting, experience in analyzing the various server logs to perform root cause analysis
• Feedback to L2 team regarding improvements/business/change requests
• Workflow system administration
• Account management (user account creation/deletion)
• Analyzing and troubleshooting technical problems and/or functionality questions and providing a solution to resolve the issue. Issues can be application-specific, and/or related to integrations internal to the product, or with the application web server and backend database
• Comply with the SLA for issue resolution
• Documenting troubleshooting and problem resolution steps
• Proactive monitoring, act to restore a failed service as quickly as possible. (e.g. tasks in translation workflow automation systems that have fallen in error stages which require corrective action)

Experience, skills, and qualifications:

• 0-2 years of experience
• Good communication skills (written and verbal English)
• Email etiquette
• Knowledge of SQL, Linux/Unix commands, and scripting languages
• Familiarity with web technologies (HTTP, APIs, application servers, databases)
• Experience with ticketing and incident management tools, preferably JIRA
• Understanding of ITIL processes and Service Management frameworks
• Knowledge of monitoring tools
• Proficiency in Microsoft Office, Adobe Acrobat and Google suites
• Knowledge of Excel / Google Sheets
• Knowledge of XML and PDF
• Operating systems Windows and MAC

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Organizational skills: Ability to follow instructions and adhere to established procedures
• Ability to work to a specified list of priorities with speed and accuracy
• Capacity to organize and juggle a varied workload under pressure and to work quickly and efficiently without constant supervision

Key attributes:

• Punctuality and reliability
• Attention to detail
• Capacity to make thoughtful decisions and use initiative
• A positive attitude in the workplace and a willingness to cooperate with colleagues
• Having a good command of English is important; collaboration is important in our day to day work, so being able to communicate your ideas and understand others' is key.

For all roles in all locations, we offer a competitive, industry-benchmarked salary.

In accordance with our internal career movement guidance, 12 months in current role is a requirement before applying to a new role.

The global setup of the team and the organization, our complex system and environment and its variety are giving a chance to further develop yourself while working with team members around the globe, and international stakeholders.

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards.