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System Support Engineer

Amsterdam, Netherlands | Remote

Full Time (38hrs/w)

We are on the lookout for an experienced, skilled, and driven System Support Engineer to join our innovative startup. If you are enthusiastic about the latest technological advancements and eager to play a pivotal role in a thriving team, this position offers an ideal fit. As a System Support Engineer, you will play a crucial role in ensuring the seamless operation of our internal systems and services, providing top-notch technical administration for our team & assistance to our customers. Your fluency in English and your track record of excellence in both system administration and technical support are prerequisites for this role.

We work flexibly, on average 2d/w at the office, without strict locations. We have our offices in Amsterdam, Brussels, and Heerlen.

Responsibilities

As a Systems Support Engineer, you will play a crucial role in ensuring the smooth operation of our internal systems and providing top-tier technical support to our valued customers. Internally, you will be focusing on installation, configuration, and maintenance of our working environment (Office 365, Azure Active Directory, Devices, Atlassian Suite, …). Your main objective will be to enable our teams to work smoothly, securely, while continuing adopting the latest technologies and being in the lookout for changes in the market. Externally, you’ll be responsible for supporting our customers with 1st line technical investigations within our SaaS software. This consists of investigation in our logs, servers, and databases to back-track issues and uncover root causes. In case of applicative issues, you’ll coordinate with the 2nd line technical support in our software teams to hand over the resolution.


In this role, you will play an integral part in the discovery, planning, development, documentation, and maintenance of our software services by bringing in the Operational Efficiency & Harmonisation for the company. As a key contributor to our 24/7 operations, you will wield substantial influence in shaping HYFEN's software architecture, tooling, and integration strategy decisions. Your contributions will be instrumental in driving our mission to deliver exceptional software solutions.


Your responsibilities include:

  • Systems Administration:
    Oversee Office 365, Azure, Atlassian, … environment administration
    Manage and maintain devices, ensuring optimal configuration, security and performances
    Collaborate with cross-functional teams to implement and optimize system configurations in our SaaS

  • Technical Support:
    Assist customers with technical investigations in our SaaS solutions.
    Analyse logs, servers, and database configurations to troubleshoot issues effectively.
    Coordinate with product-specific 2nd line technical teams for in-depth support in 2nd line investigations.
    Provide timely and clear communication to customers, guiding them through issue resolution.

Must Have Skills

Concepts & Principles:

  • Strong understanding of system administration best practices.

  • Excellent problem-solving and critical-thinking skills.

  • Outstanding customer service and communication abilities.

  • Ability to adapt to a fast-paced, evolving environment.

Technologies:

  • Proficiency in Microsoft Office 365 administration.

  • Experience with Azure environment management.

  • Familiarity with SaaS application support and troubleshooting.

  • Knowledge of log analysis tools and techniques.

  • Understanding of network protocols and configurations.

The Cherry on top

You'd really stand out if you have experience with: 

  • Administration of Atlassian Suite, Freshdesk, Github, Sonar, Snyk.

  • Scripting or automation for system tasks.

  • Cybersecurity best practices.

  • A hybrid system administration and technical support role.

  • Staying up-to-date with emerging technologies and trends.

Personality

We are looking for someone dynamic, a team player at heart, eager to learn, and ready to jump on new topics while taking ownership in delivery.

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