AssociateEngineer-ITOperations

Talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Role summary As an Associate Engineer of IT Operations, you will be responsible for configuring and maintaining the company’s IT infrastructure across multiple sites, providing second-line (L2) support, and collaborating with team members to deliver high-quality IT services. You will handle the complete configuration of network devices, including firewalls, and ensure seamless IT operations across stores, warehouses, and other locations. Additionally, you will work closely with L1/L2/L2 IT teams. The Associate Engineer will also contribute to IT projects, troubleshooting, and ensuring the continuous operation of IT systems, including network infrastructure, CCTV systems, and cloud services. The following experience is relevant to us IT Support & Troubleshooting: * Provide second-line (L2) technical support for hardware, software, and network issues across multiple sites. * Diagnose and resolve technical issues escalated from first-line support, ensuring minimal downtime and disruption for end-users. * Manage incidents and service requests in the Jira ticketing system following the IT incident management process, ensuring accurate documentation and timely resolution within the SLAs. * Manage escalated incidents from the IT Service Desk (L1), ensuring they are updated daily with high-quality troubleshooting steps and meaningful progress reports. * Use Slack for real-time communication and coordination with internal teams to resolve incidents and requests quickly and efficiently. * Prioritize and escalate issues to L3 as necessary, ensuring prompt and effective resolution to minimize business impact. * Communi