Technical Support Technician

Industry leader in mobile and online banking technology seeks Technical Support Technician with a great attitude. This person manages short-term upgrade projects for clients’ mobile and online banking solutions. We’re looking for a smart and creative go-getter with a good technical understanding who loves to work independently while still enjoying a supportive and collaborative environment. In this position, you will work directly with our clients, complete technical tasks, and work with a technical team remotely. You will work with a small team in charge of upgrade projects, designed to get new features to clients quickly and efficiently. In this position, you will work under a team manager in coordination with other departments at our company, and you will work directly with our clients, rather than with end-users.

Working hours expectations:

Two shifts are required on weekends

Other shifts are determined based on employee availability and team needs

Mandatory Skills:

• Most important: Reliable, Organized, Excellent Communication

• Good written and spoken English

• Experience with Windows servers

• Solid knowledge of TCP/IP, including routing, NAT, VPN, DNS, DHCP

• IIS content publishing experience, including troubleshooting and performing analysis

• Windows admin shell scripting experience (PowerShell)

• Any virtualization software experience

• Ability to establish good working relationships with customers

• Great troubleshooting ability

• Ability to learn technical skills quickly

Nice to have skills:

• SQL database experience (MS SQL server preferred). Sufficient SQL proficiency for simple queries

• VPN configuration and troubleshooting experience an extra plus

• Octopus or other automated deployment tool experience

• Any .NET experience

• Cisco equipment experience

• Experience in client-facing technical support

• Experience with various mobile phone platforms, especially iOS and Android

• Project management experience

• Working directly with US-based customer

• Knowledge of US banking system

Responsibilities include:

• Understanding our banking software and apps in-depth

• Install, configure and troubleshoot mobile and online banking software developed and supported by our company based on MS Windows Server+SQL server and .Net platform

• Integrate third party financial services

• Tracking project statuses, meeting deadlines, and launching new products

• Coordination with developers to investigate and diagnose issues

• Documenting the constantly changing requests we receive for new feature development

• Ability to manage a dynamic workload with many concurrent tasks

• Managing, monitoring, and improving the quality of the tech support process

• Coordinating integrations with third party financial services

• Coordinating with software technicians, technical support, and developers as needed

• Examining technical logs to troubleshoot and resolve issues encountered during implementation

• Performing basic QA tests after implementing changes

• Work or volunteer experience handling technical processes and/or the ability to explain such processes to less technical people

• Provide our clients with high level technical services

Our benefits:

• Work from anywhere in the world!

• Home office equipment (computer, additional monitor, etc.), if necessary.

• Internet compensation (50$ per month).

• Paid vacation and days off on national holidays.

• Paid sick leave and internal medical insurance policy.

• English at special corporate rates.

• Compensation for training and additional education.

• Community of practice, regular knowledge sharing among colleagues.

• Friendly and easy-going international team and colleagues.