i2nd Level Supporter - E-banking
pbThis position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an i2nd Level Supporter - E-banking based in Italy. /b /p pAs an i2nd Level Supporter - E-banking, you will play a key role in maintaining the reliability and performance of digital banking services. /p pYou will provide advanced technical support to customers, investigating and resolving issues affecting e-banking platforms and related digital services. /p pWorking closely with internal technical teams and external service providers, you will ensure incidents are handled efficiently and in accordance with established service standards. /p pYou will manage complex support requests, perform structured troubleshooting, and coordinate escalations when specialized expertise is required. /p pThrough direct customer interactions in German and French, you will deliver clear guidance and reliable technical assistance. /p pYou will also contribute to improving support processes, documentation, and tools to enhance service quality and operational efficiency. /p pThis remote freelance opportunity is suited to a technically skilled, customer-oriented professional who thrives in a collaborative and fast-paced IT support environment. /p h3Accountabilities /h3 ul liProvide technical second-level support for digital services and e-banking platforms. /li liAnalyze, troubleshoot, isolate, and resolve technical incidents affecting banking applications and related services. /li liManage incident and problem tickets, ensuring timely follow-up and resolution. /li liProvide telephone-based customer assistance in both German and French. /li liHandle support requests through telephone, email,
and remote-access tools while adhering to established processes and service-level agreements (SLAs). /li liPrioritize, classify, and coordinate incidents according to their urgency and technical complexity. /li liEscalate unresolved or complex issues to internal specialist teams or third-level support when necessary. /li liCollaborate with internal departments, technology vendors, and internet service providers to identify and implement appropriate solutions. /li liMaintain accurate documentation of support cases, technical investigations, troubleshooting steps, and resolutions. /li liContribute to the continuous improvement of support processes, workflows, and technical tools. /li /ul h3bRequirements /b /h3 ul liSeveral years of experience in technical customer support, ideally in a second-level support role. /li liStrong knowledge of hardware and operating systems, including Windows, macOS, iOS, and Android. /li liGood to very good understanding of IT security, Identity and Access Management (IAM) technologies, two-factor and multi-factor authentication (2FA/MFA), and directory services. /li liGood knowledge of antivirus software, firewalls, and networking technologies, including LAN/WLAN, TCP/IP, routers, and modems.
/li liExperience with structured troubleshooting, log analysis, remote-support tools, and ticketing systems. /li liFamiliarity with various products and services offered by internet service providers. /li liStrong customer orientation and communication skills, including the ability to handle demanding customer situations professionally. /li liAbility to work independently, systematically, and accurately while managing multiple support requests. /li liStrong teamwork, resilience, flexibility, and willingness to continuously learn and develop technical expertise. /li liVery good command of both German and French. /li liKnowledge of Italian and English is considered an advantage. /li /ul h3bBenefits /b /h3 ul libFully Remote Work: /b Work remotely from anywhere in the world. /li libFreelance Opportunity: /b Independent contractor engagement offering a flexible professional arrangement. /li libInternational Work Environment: /b Collaborate with internal specialists and external technology partners. /li libTechnical Exposure: /b Work with digital banking platforms, IT security technologies, identity management solutions, and modern support tools. /li libProfessional Development: /b Strengthen your technical troubleshooting, incident management, and customer support expertise. /li libCross-functional Collaboration: /b Work alongside different technical teams and service providers to solve complex issues. /li libProcess Improvement: /b Contribute directly to the optimization of support workflows, tools, and service quality. /li libImmediate Availability: /b The assignment is expected to start as soon as possible. /li /ul #J-18808-Ljbffr
and remote-access tools while adhering to established processes and service-level agreements (SLAs). /li liPrioritize, classify, and coordinate incidents according to their urgency and technical complexity. /li liEscalate unresolved or complex issues to internal specialist teams or third-level support when necessary. /li liCollaborate with internal departments, technology vendors, and internet service providers to identify and implement appropriate solutions. /li liMaintain accurate documentation of support cases, technical investigations, troubleshooting steps, and resolutions. /li liContribute to the continuous improvement of support processes, workflows, and technical tools. /li /ul h3bRequirements /b /h3 ul liSeveral years of experience in technical customer support, ideally in a second-level support role. /li liStrong knowledge of hardware and operating systems, including Windows, macOS, iOS, and Android. /li liGood to very good understanding of IT security, Identity and Access Management (IAM) technologies, two-factor and multi-factor authentication (2FA/MFA), and directory services. /li liGood knowledge of antivirus software, firewalls, and networking technologies, including LAN/WLAN, TCP/IP, routers, and modems.
/li liExperience with structured troubleshooting, log analysis, remote-support tools, and ticketing systems. /li liFamiliarity with various products and services offered by internet service providers. /li liStrong customer orientation and communication skills, including the ability to handle demanding customer situations professionally. /li liAbility to work independently, systematically, and accurately while managing multiple support requests. /li liStrong teamwork, resilience, flexibility, and willingness to continuously learn and develop technical expertise. /li liVery good command of both German and French. /li liKnowledge of Italian and English is considered an advantage. /li /ul h3bBenefits /b /h3 ul libFully Remote Work: /b Work remotely from anywhere in the world. /li libFreelance Opportunity: /b Independent contractor engagement offering a flexible professional arrangement. /li libInternational Work Environment: /b Collaborate with internal specialists and external technology partners. /li libTechnical Exposure: /b Work with digital banking platforms, IT security technologies, identity management solutions, and modern support tools. /li libProfessional Development: /b Strengthen your technical troubleshooting, incident management, and customer support expertise. /li libCross-functional Collaboration: /b Work alongside different technical teams and service providers to solve complex issues. /li libProcess Improvement: /b Contribute directly to the optimization of support workflows, tools, and service quality. /li libImmediate Availability: /b The assignment is expected to start as soon as possible. /li /ul #J-18808-Ljbffr