If you received this vacancy from our recruiters — read our Privacy Notice. Project overview We are building a 2-level support system for the internal applications of a UK-US-based client who provides outsourced investment services to customers. Position overview We are seeking a dedicated and skilled Technical Support Engineer to join our team. This role will serve as the first level of support for internal end users and will be responsible for handling system checks, service requests, and incidents requiring analytical thinking, research, and investigation. The ideal candidate will possess strong problem-solving skills, technical expertise, and excellent communication abilities to effectively assist users and reduce the ticket load on the development team. Responsibilities Provide first-level technical support to end users via the Jira Service Desk, engaging end users through Teams chats and calls while ensuring timely issue resolution in accordance with SLAs. Conduct system checks and respond to service requests in a professional and efficient manner. Analyze and investigate technical issues, documenting findings and solutions clearly and concisely. Create and maintain user training knowledge base articles to empower users and reduce ticket volume. Collaborate with developers for escalated issues, ensuring clear communication and efficient resolution. Use SQL to write sophisticated queries to retrieve data from databases for troubleshooting and reporting purposes. Monitor and analyze system logs to identify and resolve issues proactively. Utilize tools such as MySQL Workbench, Jira Service Desk, and Confluence for ticket management and documentation. Requirements Proficient in spoken and written English to communicate effectively with users and team members. Strong understanding of SQL, including data types, insert/delete/update operators, and the ability to write complex queries and stored procedures. Knowledge of database management systems beyond MySQL. Familiarity with Apache Airflow for scheduling and monitoring batch-oriented workflows. Basic knowledge of PHP for troubleshooting and communication with the development team. Experience with Azure cloud services and related technologies. Ability to read and analyze system logs to troubleshoot issues. Familiarity with Jira Service Desk and Confluence for ticket management and documentation. Excellent problem-solving skills and analytical thinking. Strong attention to detail and the ability to manage multiple tasks effectively. #J-18808-Ljbffr