Remote 2nd-Level Support Specialist - E-Banking (DE/FR)

Jobgether

United Arab Emirates

Remote

AED 220,000 - 331,000

Full time

2 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Fully remote

Freelance opportunity

International work environment

Technical exposure

Professional development

Cross-functional collaboration

Process improvement

Immediate availability

Job summary

Jobgether is seeking an i2nd Level Supporter - E-banking for a remote freelance role based in the United Arab Emirates. You will deliver advanced technical support for digital banking services, investigate incidents, and guide customers in German and French through remote channels.

You will work with internal teams and partners to resolve complex issues, document resolutions, and continuously improve support processes.

Qualifications

Several years of experience in technical customer support or second-level support.
Strong knowledge of hardware and operating systems (Windows, macOS, iOS, Android).
Good to very good understanding of IT security, IAM, 2FA/MFA and directory services.
Knowledge of antivirus, firewalls and networking (LAN/WLAN, TCP/IP, routers).
Experience with structured troubleshooting, log analysis and remote-support tools.
Familiarity with ISP products and services.
Strong customer orientation and communication skills.
Ability to work independently and manage multiple requests.
Strong teamwork, resilience and willingness to learn.
Very good command of German and French; Italian/English a plus.

Responsibilities

Provide technical second-level support for digital services and e-banking platforms.
Analyze, troubleshoot, isolate, and resolve technical incidents affecting banking applications.
Manage incident and problem tickets with timely follow-up.
Provide telephone-based support in German and French.
Handle requests via telephone, email and remote-access tools per SLAs.
Prioritize and coordinate incidents by urgency and complexity.
Escalate unresolved issues to specialists or third-level support when needed.
Collaborate with internal teams, vendors, and ISPs to implement solutions.
Maintain documentation of cases, investigations and resolutions.
Contribute to improving support processes and tools.