Support Engineer

Support Engineer – Join to apply for the role at ION

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

Location: Pisa, Milan, Turin offices.

Responsibilities

• Respond to customers’ inquiries relating to technical and functional issues via phone, email, and case management system.
• Track inquiry resolution progress.
• Communicate updates effectively and promptly to the client.
• Build and maintain a knowledge of the supported software, 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 on 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, with the aim of mitigating risk and supporting recovery programs for the area of responsibility. Runs system analysis to identify potential issues.
• Adhere to “best practice” and department procedures for client communications, incident progression and investigation.
• Participate in the team shift patterns and assist with weekend work and out of hours escalation when required.

Qualifications

• Degree in Computer Science, Computer Engineering or related technical degree or equivalent work experience.
• Analytical, proactive problem solving, even when under pressure.
• Good knowledge of Linux (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.
• Logical approach to troubleshooting and problem solving.
• Knowledge of financial industry is considered a plus.
• Excellent written and verbal communication skills in English and Italian.
• Confident and professional manner.
• Able to manage own time and a changing workload.
• Co-operative approach to working with team members and other departments.
• Able to view situations from a customer perspective and act accordingly.
• Willingness to work shifts and on weekends.
• EU Work Permit.

Benefits & Additional Information

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