MidFull TimeEN
Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn, and pursue outcomes with our prestigious financial clients, say hello to SimCorp!
At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.
If you like what we’re saying, keep reading!
WHY THIS ROLE IS IMPORTANT TO US
The IT Service Specialist is the first point of contact for all IT-related inquiries and issues reported via phone and ticketing system, providing remote support to employees. The role focuses on resolving issues related to hardware, software, and network, managing IT requests, and delivering high-quality assistance to ensure efficient everyday operations. The IT Service Specialist plays a critical role in maintaining and improving the efficiency of IT services. Your goal will be to deliver high-quality service, ensuring users can continue their work with minimal disruption.
WHAT YOU WILL BE RESPONSIBLE FOR
Provide advanced and positive technical support experience through handling concerns in a highly professional manner, acting as the first point of contact for IT support via phone, and the ticketing system. Diagnosing and resolving hardware, access, software, and network issues.
Escalate complex problems to 2nd line teams or specialists when necessary.
Record, track, and manage all incidents and requests using the ITSM system.
Prioritize and resolve tickets in a timely manner.
Guide employees on IT policies, tools, and best practices to ensure a secure and efficient IT environment.
Assist with account creation, password resets, and access permissions in accordance with security protocols.
Maintain and update the Service Desk knowledge base with accurate troubleshooting guides and FAQs.
Contribute to creating self-service resources for end users.
Work closely with other IT teams to coordinate and resolve complex issues.
Communicate effectively and professionally with non-technical users to explain technical concepts and solutions
Provide feedback to IT management regarding recurring issues and potential improvements.
Follow ITIL processes to ensure service delivery meets company standards.
Contribute to continuous improvement initiatives within the IT Service Desk.
WHAT WE VALUE
Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to, and interested in, learning the rest:
4+ years of experience in an IT Service Desk or similar technical support role, providing support across cultures and time zones.
Familiarity with ITSM tools such as JIRA (preferred), ServiceNow, and Remedy.
Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive, etc), User Account Management, Virtual Machines, VPNs, Azure, Security Rights, Shared Folder, remote access technologies, network infrastructure, and internal business applications.
Proficient understanding of Windows OS and basic networking.
Proficient problem-solving skills and the ability to diagnose and resolve both hardware and software issues remotely.
Goal-oriented, with the ability to work independently and collaboratively in a team environment.
Clear and effective communication skills, both verbal and written, and a customer-focused attitude.
Commitment to a professional work ethic, including respectful workplace interactions.
Knowledge of the ITIL framework.
Other Requirement:
Able to work on shifting schedules (APAC, EMEA, AMERICA).
Able to work onsite 2x a week
