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Hi, I'm Arison Ferreira, your recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for Technical Support Analyst II who will: - Technical Support: Provide Level 2 support, resolving production errors and troubleshooting customer issues. - Development & Maintenance: Design, write, modify, and debug CSG product applications; perform basic bug fixes. - System Monitoring: Perform application health checks, monitor performance, and establish backup/recovery procedures - Release Management: Perform release promotions (development to UAT/Production) and support builds using Jenkins/CI tools. - Testing: Conduct bug verification, release testing, and beta support for assigned products. - Documentation: Update the CSG Support Tool (tickets) and create/maintain Remedy Knowledge Management articles. - Collaboration: Liaise between customers and Level 4 (R&D) teams; escalate issues following established procedures. - Compliance: Ensure all work meets defined SLAs (Service Level Agreements) and OLAs - Availability: Work in shifts, on-call (24/7), weekends, and public holidays as required. Is this opportunity right for you? We are looking for candidates who have: - Education: Degree or Diploma in IT, Computer Science, or Engineering. - Experience: 3-5 years in the software industry; experience in the Telecommunications industry is preferred. - C ertifications: ITIL accreditation and AWS certifications are considered advantages. - Operating Systems: Unix/Linux (Shell scripting, basic administration, performance monitoring). - Databases: Oracle (SQL, PL/SQL). - Tools: Jenkins (CI/CD), Microsoft Office, Ticket/Queue management systems.
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