3rd Level Support Engineer

Your new role and environment.

The role of the 3rd Level Support Engineer is to ensure a good quality of our day-to-day support to our customers.

The 3rd Level Support Engineer will closely follow up all day-to-day support activities (incident management follow up, incidents investigations, troubleshooting, etc.) for our e-commerce platform.

It will include coordination with all stakeholders, including our team, 3rd party providers, local IT teams, and

business teams.

The Digital Center of Excellence is responsible for configuration, managing development, managing interfaces in and out of Hybris and managing the regional template for Hybris and any regional digital solutions.  Also responsible for application change management and system governance.  Key partners include the local (country-specific) IT Demand teams for digital, and the CoE will serve as SPOC to the digital business for other IT teams – including, but not limited to other functional CoEs, basis, infrastructure and security.

Key responsibilities of your role.

• Within the Center of Excellence Digital, be the first point of contact on all incoming support requests, including functional questions, technical issues, enhancement requests and bug reports
• Follow up CoE Digital incident queue (including communication with 3rd party vendors)
• Gather information, do first investigations, try to solve the incidents, and escalate complex issues to appropriate party as necessary
• Ensure a high quality support to our users (internal and external) for all European Operating Companies in scope
• Provide regular feedback on his activities
• Document recurring issues and share documentation with any stakeholders
• Initiate problem management with analysts/developers when applicable
• Organize knowledge transfer to local IT demand support teams
• Ensure to follow best practice process for support

What’s in it for you?

We ask a lot. (We’re looking for the best, after all). But we offer a lot, too.

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

Requirements.

We think you’ll be best geared for success if you can meet the following requirements:

• Bachelor’s degree in information technology sciences, or any other discipline of technical orientation
• Mandatory prior work experience of 5 years, in a complex environment
• Working experience in standard IT processes (change management, release management, incident management, problem management, project management)
• Aptitude and willingness to acquire basic technical understanding
• Experience in working with Hybris
• Experience in the retail/digital environment is an asset
• ITIL fundamentals knowledge (certification is an asset)

It goes without saying that so-called ‘soft skills’ are just as important as their ‘hard’ cousins. We highly value:

• Strong communication and interpersonal skills
• Creative; identifies solutions and selects the best combination of practices by taking an innovative approach to problem solving
• Team player; involves others, shares knowledge and seeks opportunities for cross functional working and collaboration
• Adaptable to situations and different/multicultural environments
• Demonstrates flexibility; revises plans and decisions in the light of new information and changing circumstances
• Excellent command of the English language both written & spoken

Apply now

If you’re excited to help us grow, then please apply now. If you feel like you might not tick all the boxes but have the skills and personality we’re looking for, then please also apply now!

Got questions? Don’t be shy. Loredana Danila, at florentina-loredana.danila@ad01.com, has answers.
For us, diversity means being inclusive of thoughts and skills, generational differences, LGBTQ+, gender, race and ethnicity, disabilities, nationalities and more. We accept everyone for who they are.