3rd Line Client Support Engineer - Develocraft

3rd Line Client Support Engineer

Develocraft is looking for 3rd. Line Client Support Engineers for one of our international clients who provides hybrid IT solutions. You will be part of the 3rd Line Support Team, you will be responsible for delivering a responsive and exceptional support service. You'll resolve complex technical client incidents and problems escalated from internal departments.

3rd Line Client Support Engineer in this project will be responsible for:

  • Providing 3rd Line support to client’s infrastructures and maintaining high availability through proactive measures
  • Resolving complex technical incidents/problems escalated by other internal departments within the ticket management system
  • Administration and troubleshooting of issues
  • Implement operational procedures, tools and best practice
  • Achieve required levels of operational scalability & performance
  • Be an escalation point for client escalations
  • Participate in the execution of Disaster Recovery exercises and own specific server tasks
  • Possess a full understanding of server and network infrastructure
  • Supporting project deployment and project transition support for complex solutions
  • On call for Windows/VMware/Citrix infrastructure escalations
  • Responsible for Change review of managed services
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Act as a Principal Support Analyst for 1 or more clients
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in the structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members
  • Possess a deep understanding of server and network infrastructure architecture

What do we need from you to join in this project:

  • 3-5 years of experience from a Managed Services background
  • Experience of running mission-critical systems within a multi-site datacentre environment
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Coaching and mentoring skills
  • Advanced problem solving skills
  • ITIL certification desirable
  • Ability to provide technical leadership to different areas of the business and the client
  • Fluent English
  • Red Hat Certified System Administrator (RHCSA) Certification is a must
  • Red Hat Certified Engineer (RHCE) Certification a distinct advantage
  • VMware Certified Professional or equivalent demonstrable skills
  • Scripting in bash, basic ability to write and read Python code
  • Knowledge of Clustering technologies (e.g. Veritas Cluster)
  • Good understanding of Apache web server
  • Any exposure to following technologies would be advantage: WebMethods, WebLogic, Jboss, Tomcat
  • Knowledge of backup strategies and systems (preferably NetBackup)
  • Good knowledge of TCP/IP
  • Understanding of security issues and ability to read/define and troubleshoot firewall rules and load balanced configurations
  • Knowledge/experience of ITIL standards highly desirable

What we can offer you in this project:

  • Contract of employment
  • Multisport card
  • Private life insurance & health care
  • Lunch card
  • Training budget

Salaries depend on experience:

  • 10k  –  12k PLN gross monthly

Our recruitment process

First interview
Technical interview


1. How long does the recruitment process take?

2. How the recruitment process looks like?

3. Is remote work possible?

4. What happens to an employee when his project ends?

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