IT Software / Application Support Specialist
Posted on Dec 28, 2021 by Helvetica Partners
We are currently looking on behalf of one of our important clients for an IT Software Application Support Specialist. The role is a permanent position based in Bern Canton. Your Role Provide second level technical support to Designated Operators (DOs) by troubleshooting resolving issues. Monitor overall service level for all PTC products services. Carry out the following tasks in relation to Technical Support Troubleshoot resolve technical issues in line with the Service Level Agreement (SLA). Confirm analysis done by the first level support carry out additional analysis when necessary. Work with DOs, colleagues the Technical Account Manager (TAM) to assess the criticality priority of cases discuss possible workarounds or mitigations. Work with the TAM third level technical support to maintain a plan for case resolution according to priority, integrate the case into the plan for the next release cycle (when the solution can wait until the next software release) document common support procedures. Use an IT Service Management (ITSM) tool to Maintain the list of open cases including their priority. Document workarounds or mitigations provided to users. Track update case status until final closure. Identify similar or duplicate cases or cases that are linked should be addressed jointly. Monitor how long cases remain open ensure that cases that escalate to 2nd level are treated according to the SLA. Ensure regular 24 7 service involving Troubleshooting resolving technical issues escalated by the back office center. Being on call one week per month, including outside office hours at the weekend. Monitor overall service level carry out tasks in the areas of Applications Services by Monitoring troubleshooting PTC applications services. Deploying new services updates on applications. Documenting maintaining deployment procedures. Logging events changes concerning applications services as per the guidelines set by the Information Security Management System team. Carry out other day to day tasks to ensure that applications are available running smoothly. Participate in software testing in cooperation with the Testing team, in particular to validate solutions developed by 3rd level support before they are delivered to users. Contribute propose improvements to 2nd level support processes services. Generate analyze monthly support statistics for all products services measure service level performance. Your Skills At least 6 years of professional experience as a Software Application Support Specialist. A strong knowledge of Software Application Support procedures. Good knowledge experience in the following areas MS SQL its Administration. Microsoft Windows Administration. IIS SharePoint Web Applications. A fundamental understanding of Information System Security. Any knowledge in the areas of PTC Applications, ITIL ISO 27001 is considered advantageous. Professional experience in international environments, the postal sector or the logistics sector is a plus. Your Profile Completed high school diploma or vocational or secondary level studies (CFC or similar) in ICT or in a computer science related field. Very good presentation, communication skills interpersonal skills. Motivated, responsible, organized, customer oriented enthusiastic to work within a multicultural team. Adaptable, creative analytical with strong problem solving skills. Fluent in English (spoken written), French language skills are considered advantageous. If you wish to apply, please send us your resume in Word format with some references. You can also register on our website which will allow you to receive other exclusive and confidential job offers.