Junior 24/7 IT Support Engineer

Communication with European customers (phone, email, IM). ITSM tickets handling and dispatching. Remote user support. Infrastructure monitoring and reaction according to the documentation. Solving incidents in IT. Performing basic troubleshooting and event correction according to the defined procedures. Prioritizing and escalating incidents (when required) to the appropriately experienced technician. Operating in shifts for 24/7 customer support. Incidents detection, investigation, escalation, and reporting. Prioritizing and differentiating between potential intrusion attempts and false alarms. Handling security incidents as reported by individuals or automated systems.