Technical Support Technician (L2)
Industry leader in mobile and online banking technology seeks Technical Support Technician (L2) with a great attitude. This person manages short-term upgrade projects for clients’ mobile and online banking solutions. We’re looking for a smart and creative go-getter with a good technical understanding who loves to work independently while still enjoying a supportive and collaborative environment. In this position, you will work directly with our clients, complete technical tasks, and work with a technical team remotely. You will work with a small team in charge of upgrade projects, designed to get new features to clients quickly and efficiently. In this position, you will work under a team manager in coordination with other departments at our company, and you will work directly with our clients, rather than with end-users.
Working hours expectations:
Two shifts are required on weekends
Other shifts are determined based on employee availability and team needs
Mandatory Skills:
- Most important: Reliable, Organized, Excellent Communication
- Good written and spoken English
- Experience with Windows servers
- Solid knowledge of TCP/IP, including routing, NAT, VPN, DNS, DHCP
- IIS content publishing experience, including troubleshooting and performing analysis
- Windows admin shell scripting experience (PowerShell)
- Any virtualization software experience
- Ability to establish good working relationships with customers
- Great troubleshooting ability
- Ability to learn technical skills quickly
Nice to have skills:
- SQL database experience (MS SQL server preferred). Sufficient SQL proficiency for simple queries
- VPN configuration and troubleshooting experience an extra plus
- Octopus or other automated deployment tool experience
- Any .NET experience
- Cisco equipment experience
- Experience in client-facing technical support
- Experience with various mobile phone platforms, especially iOS and Android
- Project management experience
- Working directly with US-based customer
- Knowledge of US banking system
Responsibilities include:
- Understanding our banking software and apps in-depth
- Install, configure and troubleshoot mobile and online banking software developed and supported by our company based on MS Windows Server+SQL server and .Net platform
- Integrate third party financial services
- Tracking project statuses, meeting deadlines, and launching new products
- Coordination with developers to investigate and diagnose issues
- Documenting the constantly changing requests we receive for new feature development
- Ability to manage a dynamic workload with many concurrent tasks
- Managing, monitoring, and improving the quality of the tech support process
- Coordinating integrations with third party financial services
- Coordinating with software technicians, technical support, and developers as needed
- Examining technical logs to troubleshoot and resolve issues encountered during implementation
- Performing basic QA tests after implementing changes
- Work or volunteer experience handling technical processes and/or the ability to explain such processes to less technical people
- Provide our clients with high level technical services
Our benefits:
- Work from anywhere in the world!
- Home office equipment (computer, additional monitor, etc.), if necessary.
- Internet compensation (50$ per month).
- Paid vacation and days off on national holidays.
- Paid sick leave and internal medical insurance policy.
- English at special corporate rates.
- Compensation for training and additional education.
- Community of practice, regular knowledge sharing among colleagues.
- Friendly and easy-going international team and colleagues.