Technical Support Technician (L2)

Industry leader in mobile and online banking technology seeks Technical Support Technician 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.