IT Supporter:in - E-banking

Coopers Group AG

Contract type

Ongoing

Work mode

Remote · Zürich, Switzerland

Experience

3 years

Job description

A second-level IT support role for digital banking and e-banking platforms, supporting customers with technical issues in German and French.

Provide technical second-level support for digital services and e-banking platforms
Analyse, isolate and resolve technical faults and handle incident and problem tickets
Support customers by phone in German and French
Handle support requests via phone, email and remote access within defined processes and SLAs
Prioritise, classify and coordinate incidents and escalate to internal units or third-level support
Work with internal departments, manufacturers and internet providers to find solutions
Document support cases, error analyses and solutions
Actively help develop and optimise support processes and tools

Several years of experience in technical customer support, ideally 2nd level
Solid knowledge of hardware, Windows, macOS, iOS and Android
Good to very good knowledge of IT security, IAM technologies, 2FA/MFA and directory services
Good knowledge of antivirus software, firewalls and network technology (LAN/WLAN, TCP/IP, router/modem)
Experience in structured fault analysis, working with logs and remote support and ticketing systems
Knowledge of various internet provider products and services
Strong customer orientation, communication skills and confidence with demanding customers
Independent, structured and careful working style, team spirit, resilience and willingness to learn
Very good German and French; Italian and English an advantage