Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 740,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.

We are looking for a Technical Support Engineer L2 to join our international team. The role is to provide a high quality technical and non-technical support service as part of our Support Team to customers operating on systems and software supplied by Accenture Bulgaria, according to the agreed Service Level Agreements during published operating hours.

The role is open only for Sofia.

The position includes On-call duties.

To keep it short, below are some key responsibilities:

• Perform diagnostics and maintenance on E-commerce solutions

• Debug incorrect website behavior – content, configuration or code related issues

• Configure and troubleshoot backend applications

• Provide Root Cause Analysis and Documentation

• Investigate and troubleshoot data feeds from 3rd parties in XML, Webservice or SOAP format

• Systematically break down and solve complex or ambiguous incidents

• Proactively coordinate and update both internal and external stakeholders

• Participate in direct communication with the client teams

• Liaise closely with internal teams (developers, business analysts, technical architects, testers) to reproduce and resolve issues

• Communicate via e-mail, phone and other support management applications

• Perform knowledge capture

• Problem management

• Adhere to the set SLAs

• Deployment

• Participation in improving processes and client relationships

• Monitoring and alerting

Requirements and technical knowledge:

• 2+ years of working experience in support environments using call/ticket management toolsets.

• Very good customer communication skills

• Experience in Cloud technologies

• Good knowledge of Web services

• Good knowledge of SQL - preferred is IBM DB2, but Oracle is enough.

• Basic knowledge of Java

• Experience in XML and JSON

• Experience with any monitoring system

• Analytic and troubleshooting skills   

• Experience in IBM Sterling OMS, WebSphere, WMQ, DB2 or any other IBM product will be considered an advantage

• Еxperience in Java products will be considered an advantage

• Experience in managing applications on Cloud will be considered an advantage

• Experience with Ticketing Systems will be considered an advantage

• Good knowledge of MS Excel will be considered an advantage

• Experience in Eco systems or experience with some kind of OMS will be considered an advantage

The Rest of the qualities, you know them:

• Fluent in English, both verbal and written.

• Excellent communication skills and ability to collaborate effectively within a team.

• Ability to work independently, demonstrating high-level organizational and execution skills

• Strong analytical, problem-solving, and time management skills.

Benefits:

• Certification
• Career Counselling
• 25 day paid vacation
• Flexible home office policy
• Options to buy shares
• Luxury health & dental insurance
• Food vouchers
• Multisport cards
• Employee Assistance Program

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.