IT Support Engineer

beqom; Tivoli; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A B2B SaaS company is seeking a Service Desk Expert to act as the single point of contact for all technical support requests. Responsibilities include monitoring tickets, triaging requests, and resolving issues while ensuring user communication. Successful candidates will possess strong problem-solving skills and attention to detail. This role helps maintain efficient service operations in a dynamic environment.

Mansioni

• Monitor ticket queue, emails, and calls for new requests.
• Triage requests and ensure proper documentation.
• Gather essential details from users to understand issues.
• Categorize and prioritize tickets based on impact.
• Resolve simple requests using knowledge base.
• Escalate tickets to Level 2 support if needed.
• Keep users informed about request status.
• Suggest updates for internal documentation.
• Identify and flag major incidents to management.

Descrizione del lavoro

Company Overview

beqom is a high-growth B2B SaaS company that provides industry-leading tools for pay equity and transparency, compensation, and performance management. Trusted by some of the world’s most respected companies, beqom enables HR and business leaders to navigate global compliance and make smarter pay decisions that attract, retain, and motivate top talent. Founded in Switzerland and serving clients worldwide, our powerful, enterprise-ready products are fuelled by beqom pay intelligence.

Job Purpose and Role Mission

We are actively looking for a Service Desk Expert to act as the Single Point of Contact (SPOC) for all users requiring technical support. The mission is to efficiently and accurately receive, log, categorise and route every support request, ensuring clear and timely communication while resolving common issues at the first point of contact.

Key Responsibilities

• Monitor Incoming Channels: Constantly supervise the ticket queue, emails, phone calls, and self-service portal for new requests.
• Ticket Triaging and Dispatching: Triage every request, ensuring all user-provided information is documented clearly and completely and eventually dispatching the ticket to other departments if applicable.
• Initial Analysis and Diagnosis: Understand the user's issue by asking targeted questions to gather essential details (e.g., error messages, screenshots, steps to reproduce).
• Categorization and Prioritization: Assign the correct category, priority (based on impact and urgency), and applicable SLA to each ticket according to defined procedures.
• First Contact Resolution (FCR): Resolve simple and documented requests by using the knowledge base and approved scripts to maximize efficiency.
• Triage and Routing (Escalation): If immediate resolution is not possible, assign the ticket to the appropriate Level 2 (L2 - Application Expert) support team or specialized group.
• User Communication: Keep the user informed about the status of their request, confirming that it has been received and providing a ticket number for future reference.
• Knowledge Management: Actively use internal documentation and suggest the creation or update of Run Books when new solutions or missing information is identified.
• Identify Critical Incidents: Recognize and immediately flag high-impact issues affecting multiple users (Major Incidents) to the Team Lead or Incident Manager.