Beschreibung
English & German speaking Telephony Support Analyst needed to provide on-call (L2) support for a vast user base and maintain an investment bank's Telephony solution for an investment bank's global L1 support teams within The Enterprise Systems, Tools and Automation (ESTA) Service Operation team in Zurich.
The ESTA Service Operation Team is responsible for the L2 support of IT key applications that support the globally implemented core ITIL processes such as Incident-, Problem-, Release-, Change-, Service-Request-, Knowledge-, Configuration, and Event Management.
The Support Analyst is also responsible for:
- Deploying major releases within the team
- Documentation of operational guides
- Knowledge hand over to L1 teams
- Participation in on boarding projects
Requirements:
5 + years' work in a global IT industry
- IVR Know How, including good understanding of the IVR WebGUI Call Center overall Know How
- Understanding of products like: PBX, Avaya and/or OneX Agent
- Knowledge of either IBM Monitoring Suite, ServiceNow, Remedy, BMC Suite, or Business Objects)
- ITIL Foundation v3
- Fluent in English and German (verbal and written)
- Very good knowledge in XML
- Good knowledge of SQL
- Knowledge in one OS system: Unix/Linux or Wintel
The entire team is stretched across the world and is following the "follow the Sun" principle where possible. For Swiss centric applications we provide off business hours on-call support to cover 24*7 support. Thus the role will be required to do off business hours, on-call support in a shift rota.
The specialist will work with off-shore teams in Singapore and India and is responsible in providing a professional L2 support for more than five thousand internal IT clients.