Support Engineer

ION; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dedicated Service Specialist to enhance customer support and service delivery. In this role, you will be at the forefront of technical assistance, ensuring clients receive timely and effective solutions for their inquiries. Your responsibilities will encompass troubleshooting, maintaining strong relationships with clients and vendors, and actively participating in IT security initiatives

Competenze

• Degree in Computer Science or related field is required.
• Strong analytical skills and proactive problem-solving abilities.

Mansioni

• Respond to customer inquiries regarding technical and functional issues.
• Track inquiry resolution progress and communicate updates effectively.
• Participate in IT security and cybersecurity activities.

Conoscenze

Linux

SQL

PL/SQL

IT security

cybersecurity best practices

problem-solving

communication skills

customer perspective

Formazione

Degree in Computer Science

Degree in Computer Engineering

Equivalent work experience

Descrizione del lavoro

We are looking for a Service Specialist that will be involved in the current and future delivery support and maintenance of services. You will play a key role in assisting customers both from a technical and functional point of view.

The Service Management Team is responsible for technical investigation, keeping customers updated, and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning, and Business Continuity testing of the Hosted environment.

You could be based in Pisa, Milan, or Turin office.

Your responsibilities

• Respond to customers’ inquiries relating to technical and functional issues with our products through phone, email, and case management system.
• Track inquiry resolution progress.
• 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 that 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 service 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.

Your skills, experience, and qualifications

• 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 under pressure.
• Good knowledge of Linux (and/or other Unix), and familiarity at 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 logically.
• 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.