AMS Technical Support Engineer
AMS Technical Support Engineer
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Job Description
What do we do
As a pioneer for digital transformation GFT develops sustainable solutions across new technologies from cloud engineering and artificial intelligence to blockchain/DLT. With its deep technological expertise strong partnerships and comprehensive market know-how GFT offers advice to the financial and insurance sectors as well as in the manufacturing industry. Through the intelligent use of IT solutions GFT increases productivity and creates added value for clients. Companies gain easy and safe access to scalable IT-applications and innovative business models.
Who are we
Having started in Germany in 1987 GFT Technologies has grown to become a trusted Software Engineering and Consulting specialist for the international financial industry counting many of the worlds largest and best-known Banks as our clients. We are an organization that empowers you to not only explore but raise your potential and seek out opportunities that add value. At GFT diversity equality and inclusion are at the core of who we are. Ensuring a diverse and inclusive working environment for all communities is one of the main pillars of our diversity strategy based on our core values and culture. We have been certified for 2022/23 as a Great place to work in the APAC region. So if you want to have the opportunity to work with an outstanding and progressive organization this position could be right for you.
Key Responsibilities
Respond promptly and effectively to incoming support requests from clients and internal stakeholders via various channels such as email phone and ticketing system.
Troubleshoot and resolve technical issues related to software applications system configurations.
Document all support interactions including the nature of the issue troubleshooting steps taken and solutions provided ensuring accurate and detailed records.
Problem Diagnosis and Resolution:
Analyze technical problems identify root causes and implement effective solutions in a timely manner to minimize downtime and disruption.
Collaborate with cross-functional teams including developers and system administrators to escalate and resolve issues requiring deeper investigation or specialized expertise.
Customer Communication and Satisfaction:
Communicate technical information clearly and concisely to non-technical users guiding them through troubleshooting steps and ensuring understanding.
Proactively follow up with clients to ensure issue resolution and gather feedback on support experiences striving to exceed customer expectations and maintain high satisfaction levels.
Continuous Improvement:
Identify recurring issues or trends in support requests and propose improvements to products processes or documentation to prevent future occurrences and enhance overall system reliability.
Stay updated on industry best practices emerging technologies and product updates to continually improve technical knowledge and proficiency.
Qualifications
- Bachelors degree in Computer Science Information Technology or related field preferred.
- From 4 to 7 years of experience working as a Technical Support Engineer.
- Proven experience in a technical support role preferably in a software or technology-driven environment.
- Excellent communication skills both verbal and written with the ability to convey technical concepts to non-technical users effectively.
- Familiarity with help desk software ticketing systems and remote support tools.
- Active Directory.
- Organizational Unit management;
- System Center Configuration Manager (SCCM).
- Configure and Manage Windows devices locally.
- Windows Deployment.
- Basic Windows Functionalities.
- Customer-focused mindset with a commitment to delivering high-quality support services and achieving customer satisfaction goals.
- Fluent in English
Due to the high volume of applications we receive we are unable to respond to every candidate individually. If you have not received a response from GFT regarding your application within 10 workdays please consider that we have decided to proceed with other candidates. We truly appreciate your interest in GFT and thank you for your understanding.
Employment Type
Full Time
