IT Supporter:in - E-banking

Your tasks:

Ensuring technical second-level support for digital services and e-banking platforms
Analysis, containment, and resolution of technical malfunctions as well as processing of incident and problem tickets
Telephone support and assistance for customers in German and French
Processing of support requests via telephone, e-mail, and remote access in compliance with defined processes and SLAs
Prioritization, classification, and coordination of incidents as well as escalation to internal specialist departments or third-level support
Cooperation with internal specialist departments, manufacturers, and internet providers to find solutions
Documentation of support cases, error analyses, and solution approaches
Active participation in the further development and optimization of support processes and tools

Your profile:

Several years of experience in technical customer support, ideally in 2nd level support
Sound knowledge of hardware, Windows, macOS, iOS, and Android
Good to very good knowledge of IT security, IAM technologies, 2FA/MFA, and directory services
Good knowledge of antivirus software, firewalls, and network technology (LAN/WLAN, TCP/IP, router/modem)
Experience in structured error analysis, handling logs, as well as with remote support and ticketing systems
Knowledge of various products and services from internet providers
Strong customer orientation, communication skills, and confident handling of demanding customers
Independent, structured, and careful way of working, teamwork skills, resilience, as well as high willingness to learn and flexibility
Very good German and French skills; Italian and English are an advantage

Automatically translated from the original.

Posted 3 days ago

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