Support Engineer

ION; Pisa; 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 engage with clients to resolve technical and functional issues, ensuring their seamless experience with our products. You will collaborate with various teams, manage system checks, and contribute to IT security efforts. This position offers a dynamic work environment where your analytical skills and proactive approach will be highly valued. If you thrive in a fast-paced setting and enjoy problem-solving, this opportunity is perfect for you.

Competenze

• Degree in Computer Science or equivalent work experience is required.
• Strong analytical skills and proactive problem-solving abilities are essential.

Mansioni

• Respond to customer inquiries related to technical and functional issues.
• Track inquiry resolution and communicate updates effectively.
• Support customers in testing new products and services.

Conoscenze

Analytical problem-solving

Linux

SQL

PL/SQL

IT security knowledge

Customer communication

Team collaboration

Formazione

Degree in Computer Science

Degree in Computer Engineering

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 with the command line is preferred.
• Good knowledge of SQL and PL/SQL languages.
• 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.