Senior 2nd-Level IT Support for E-Banking (Remote)

Jobgether

Oregon

Hybrid

USD 55,000 - 83,000

Full time

9 days ago

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Benefits offered by this job

Fully Remote

Freelance

International 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 engagement in the United States. You will provide advanced technical support for digital banking services, handling incidents, and guiding customers in German and French while coordinating with internal teams and service providers.

This role emphasizes structured troubleshooting, documentation, and continuous process improvement in a fast-paced IT support environment.

Qualifications

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

Responsibilities

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