Junior L1 Genesys Support Engineer – EST Shift

This is a fully remote position, open to applicants in Estonia.

📋 Description

• Handling and processing requests in response to alerts and calls, adhering to the established SLA.

• Clarifying incoming requests with customers, creating tickets, and directing them to the L2 Engineer.

• Promptly responding to calls and alerts.

• Adhering to support procedures and contributing to the enhancement of these procedures.

• Acknowledging alerts received from OpsGenie.

• Generating tickets.

• Executing L1/L2 level fixes in accordance with predefined procedures.

⛳️ Requirements

• Proficiency in troubleshooting and root cause analysis, including log examination and issue diagnostics.

• Background in Technical Support.

• Knowledge of SLA principles and the ability to operate within SLA requirements.

• Strong attention to detail along with a responsible and patient approach to problem-solving.

• Desire to grow and advance within Support Services.

• Quick learner with a proactive attitude.

• Team-oriented individual with a commitment to continuous learning.

• Interest in expanding knowledge of Genesys technologies.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from various professional development opportunities, including certification programs, mentorship, talent investment initiatives, internal mobility, and internship options.

• Global Impact: work on significant projects for leading global clients and contribute to shaping the future of industries.

• Welcoming Multicultural Environment: be part of a dynamic, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social Sustainability Values: engage with our sustainable business practices focused on five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.