Senior Support Analyst Level 1

About Virtido

Virtido is an entrepreneurial and innovative IT company headquartered in Zurich, Switzerland. We realize ideas and projects - from strategic concept to technical implementation closely alongside our dynamic clients with a strong focus on start-up or fast-growing companies. Since inception in 2015, we have grown rapidly to currently 140+ professionals in Switzerland, Poland, Ukraine and the Philippines.

About Our Client

Our client is a financial technology company serving asset managers, insurances, pension funds and wealth managers.

Description

Who are we looking for?
We are seeking a highly motivated and experienced Application Support Analyst to join our team. This will give you an excellent chance to learn the client's business from a Risk, Oversight, Compliance and Due Diligence perspective. The Senior Application Support Analyst will work closely with cross-functional teams and stakeholders to ensure the smooth operation and optimal performance of our application. This is a great opportunity to join an exciting new FinTech company in changing the way the Fund Management industry works.

What are the minimum requirements you need for the role?

• Excellent written and verbal communication skills
• Strong diagnostic, problem solving and analytical skills
• Ability to manage multiple priorities
• Great attention to detail
• Proficient level of working with Microsoft Office 365
• At least 5 years of Service Desk experience triaging and resolving tickets
• Experience working with Service Desk tools

What is the role and your responsibilities?

• Respond to user inquiries and troubleshoot application issues promptly and professionally.
• Assist users with application configuration, customization, and usage guidance.
• Collaborate with developers and L2 engineers to address and resolve incidents.
• Provide first line non-technical support and problem triage
• Build and maintain knowledge base articles for software applications and common re-occurring support requests
• Provide support to clients through configuration, pre go-live testing, go-live and ongoing product support
• Prioritize and manage support requests based on urgency, impact, and SLA requirements.
• Escalate critical issues to the appropriate teams and ensure timely resolution.
• Partner with client relationship management team and clients to deliver objectives for client on-boarding to client's technology platform.
• Document on-boarding playbooks and training materials for technology platform products
• Foster positive relationships with users and provide exceptional customer service.
• Mentor junior L1 Support Analysts joining the team

What competencies do you require?

• Positive, energetic, and solutions-based team player who is willing to help and support colleagues
• Passionate about helping customers and resolving their issues
• Can do attitude and enthusiastic about using technology to improve how people work
• Solution Finder, can investigate, diagnose, identify a problem, propose and verify a solution
• Loves to learn, discover, improve

Nice-to-have Skills/Experience

• Experience in the Fund Management / Financial Services industry or related field
• Familiarity with ITIL and using Atlassian products - JIRA, Service Desk and Confluence.

What we offer

• Opportunity to enhance your career by gaining invaluable business experience from some of the most forward-thinking professionals in the German finance sector.
• Ability to work fully remote.
• Flexible working hours.
• Comfortable and friendly work environment and proactive constantly developing team.
• Career growth opportunities.
• Additional benefits may apply.

Does this resonate well with you? Then we look forward to receiving your application!