Technical Support Specialist

2 giorni fa

Roma, Lazio, Italia Ion A tempo pieno

Job Title: Technical Support Specialist

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our team at Ion. As a key member of our Service Management Team, you will play a vital role in delivering exceptional support services to our customers.

Key Responsibilities:

  • Respond to customer inquiries relating to technical and functional issues with our products through various communication channels.
  • Track inquiry resolution progress and communicate updates effectively and promptly to the client.
  • Build and maintain knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
  • Deal with unexpected events or failures which limit clients' use of the supported systems.
  • Carry out application system checks, aiming to identify and resolve issues before they affect clients.
  • Develop strong working relationships with other departments and third-party vendors to assist with the delivery of our service to clients.
  • Support customers in testing new or changed products and services to ensure that they meet defined requirements.
  • Assist with releases and deployments of services components.
  • Participate in all activities related to IT security and cybersecurity to mitigate risk and support recovery programs for the area of responsibility.
  • Run system analysis to identify potential issues.
  • Adhere to best practices and department procedures for client communications, incident progression, and investigation.
  • Participate in team shift patterns and assist with weekend work and out-of-hours escalation when required.

Requirements:

  • Degree in Computer Science, Computer Engineering, or related technical degree or equivalent work experience.
  • Have an enquiring mind with an analytical and proactive approach to problem-solving, even when under pressure.
  • Good knowledge of Linux (and/or other Unix) and familiarity with the command line is preferred.
  • Good knowledge of SQL and PL/SQL language.
  • Knowledge of IT security and cybersecurity best practices.
  • Ability to troubleshoot and approach problem-solving in a logical manner.
  • Knowledge of the financial industry is considered a plus.
  • Excellent written and verbal communication skills in English and Italian.
  • A confident and professional manner.
  • Able to manage own time and a changing workload.
  • Cooperative approach to working with team members and other departments.
  • Able to view situations from a customer perspective and act accordingly.
  • Willingness to work shifts.
  • Availability to work on weekends.
  • EU Work Permit.

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