2nd Level Supporter (m/f/d) 80-100%

Today 8051 Zürich IT System Engineering • Permanent position Office Salary band 75'000 - 90'000 CHF 01 Future employer ## The yellowshark AG is your reliable partner for specialized personnel services. With a clear focus on quality and individual solutions, we bring qualified specialists and companies together in a tailor-made manner. Our aim is to exceed both the needs and the expectations of our customers and candidates. 02 Your task ## • First point of contact for customer inquiries, complaints, administration and processing of assigned inquiries via e-mail, telephone, chat or ticket system • Independent processing of assigned 2nd-level inquiries via e-mail, telephone, chat or ticket system • Recording and documentation of customer inquiries, problems and solutions in the ticket system • Verification of web and mail services • Management and maintenance of customer data and accounts • Communication with employees, customers and manufacturers according to process specifications • Further development of support processes as well as optimization of internal processes • Coordination and planning of corresponding tickets and follow-up orders to relevant departments or third-party providers while maintaining a complete problem description • Participation in workshops as well as development of internal training materials • Participation in project work in the team 03 Benefits ## • Participation in external further training • Career and advancement opportunities • At least 5 weeks vacation • Modern workplace • Regular team-building measures and company events • Structured and accompanied onboarding • Responsible activities 04 Your profile ## • Completed apprenticeship as an IT specialist for system engineering, ICT supporter or business information specialist • Experience in escalation and problem management is an advantage • Sound knowledge of relevant IT systems and applications • Deep understanding of products and services • Experience in error analysis and problem solving • Familiarity with common hardware and software • Knowledge of all support processes, especially the possibilities of use and limits of cloud and dedicated servers • Experience with domains, e-mail systems (incl. SPF, DKIM and DMARC), customer platforms, DNS, CMS, protocols, FTP, WBK, SSL and Plesk • Linux knowledge, especially: • Cross-server data migrations • Evaluation of complex log files • Data recoveries • PHP and MySQL knowledge, especially: • Basics of PHP and MySQL • Understanding of the structure of a PHP application • Interpretation of PHP error messages • Basic knowledge of HTML and CSS • JavaScript knowledge, especially interpreting error messages • Certification as a Plesk Obsidian Professional • Proficient German and English skills as well as French at level DELF B2 / DFP Affaires B2 05 Interesting facts ## • Interesting and challenging activities in a motivated team • Development-oriented, independent work • Modern workplace with contemporary infrastructure • Central place of work in Zürich-Seefeld • Progressive employment conditions