IT Support Engineer
Posted Updated
Summary
An Associate IT Support Engineer in Prague providing Tier 2 support for ServiceNow and other enterprise services platforms: troubleshooting incidents, analyzing logs and SQL data, escalating to Tier 3 developers, and maintaining knowledge base articles, with shift rotation across APAC, EMEA, and NA time zones.
We are looking for an enthusiastic and service-minded Associate IT Support Engineer. In this role, you’ll provide technical support to end-users, troubleshoot and resolve incidents across our services applications, and help ensure smooth daily operations across our technology environment.
- Provide support for ServiceNow and other support and services platforms, resolving incidents and service requests within agreed SLA targets.
- Investigate and troubleshoot application issues by analyzing logs, querying databases, and reproducing defects — escalating complex cases to the Tier 3 development team with clear documentation.
- Collaborate with Tier 3 developers, vendors, and cross-functional teams to drive resolution of escalated issues and communicate status updates to stakeholders.
- Create and maintain knowledge base articles to improve first-contact resolution and team efficiency.
- Monitor application health and analyse incident trends to proactively identify recurring issues and contribute to continuous improvement initiatives.
- Leverage AI-powered tools and assistants in day-to-day support tasks to improve productivity and resolution quality.
- Work on a shift rotation schedule covering APAC, EMEA, and NA time zones to support a global customer base.
- 2+ years of Tier 2 application support.
- Proficiency in SQL (Microsoft SQL Server, Oracle, PostgreSQL) for querying and investigating application issues.
- Strong analytical and troubleshooting skills with a structured approach to diagnosing issues across unfamiliar systems.
- Clear and professional communication skills — verbal and written — for engaging both technical and non-technical stakeholders.
- Familiarity with ITIL-based incident management practices..
- Willingness and ability to work on a shifting schedule covering APAC, EMEA, and NA time zones, including on-call duties and holiday coverage.
- Working knowledge of ServiceNow — including navigating the platform, managing tickets, and performing basic configurations.
- Familiarity with ServiceNow administration — including workflows, business rules, form configurations, and user/role management.
- Bonus points for a ServiceNow Certified System Administrator (CSA) certification or ITIL Foundation certification.
- Experience with Certinia (formerly FinancialForce) or similar enterprise Customer Support and Services platforms.
- Familiarity with AI-powered automation tools (Kiro, CoPilot)
- QA skills, including experience in testing, defect documentation, and validation of application fixes or releases.