The Job in short
As an IT Support Engineer, you will work in a team of motivated, driven, and fun IT professionals within a young, growing organization and get a chance to provide the first line of support for our 1600+ end users globally.
Meet the rest of the job
You are the face and front line of ICT. You will take ownership of customer issues (Level I) reported through the ICT Service Desk and see problems through to resolution. Your goals there are to:
- prioritize urgent issues
- track and resolve tickets in a timely manner
- keep the ticket queue up to date
- effectively manage one-to-one user interactions
To help achieve that, you’ll research, diagnose, troubleshoot, collaborate with colleagues and identify solutions for all raised issues. You’ll follow standard procedures for proper explanation, escalation and communication of unresolved issues to the appropriate internal teams and issue stakeholders.
You’ll work closely with HR to support the hugely successful onboarding process as well as offboarding.
You’ll manage and track ICT inventory, most importantly making sure we know exactly what is available. You’ll be involved in the purchasing lifecycle of equipment to add new stock to the inventory.
You’re encouraged to bring new and wild ideas to the table when it comes to improving all things ICT.
Most importantly, you’ll have fun working at Backbase!
How about you?
- A minimum of 3 years of experience in a similar role
- Evidence of tech support level of technical knowledge and troubleshooting ability
- A professional recognition in a relevant discipline, and/or industry-recognized certifications (e.g. CompTIA A+), and/or equivalent experience are a plus
- You have a basic understanding of TCP/IP networking, proxies, SSL, LDAP
- Fluent English language, written and spoken
- Excellent Communication skills
- Basic knowledge of Apple operating systems including mobile devices
- Basic knowledge of MacOS laptop troubleshooting, printers, IP phones and meeting room equipment
Top Skills
What We Do
Backbase is a fast growing fintech software provider that empowers financial institutions to accelerate their digital transformation and effectively compete in a digital-first world. We are the creators of the Backbase Omni-Channel Banking Platform, a state-of-the-art digital banking software solution that unifies data and functionality from traditional core systems and new fintech players into a seamless digital customer experience. We give financials the speed and flexibility to create and manage seamless customer experiences across any device, and deliver measurable business results. We believe that superior digital experiences are essential to stay relevant, and our software enables financials to rapidly grow their digital business. More than 120 financials around the world have standardized on the Backbase omni-channel banking platform to streamline their digital sales and self-service operations across all digital touchpoints. Our customer base includes ABN AMRO, Bank ABC, Barclays, BPI, CheBanca!, Citizens Lightstream, Credit Suisse, Fidelity, HDFC, IDFC, KeyBank, Ila Bank, Me Bank, Navy Federal, PostFinance, RBC, RBS, Standard Bank, Societe Generale, Truist, U Bank and Westpac.
Industry analysts Celent, Gartner, Forrester and Ovum recognize Backbase as an industry leader in terms of omni-channel banking platform capabilities, and award the company high marks for its deep focus on customer experience management and unparalleled speed of implementation. Forrester named us a leader in the Forrester Wave for Omni-Channel Banking and Ovum nominates Backbase as the market leading provider of next-generation digital channel banking platforms.
Backbase was founded in 2003, is privately funded, with headquarters in Amsterdam (HQ Global) and Atlanta (HQ Americas) and regional operations in Boisse, Cardiff, Dubai, Kraków, Mexico City, New York, Toronto, Singapore, Sydney and Tokyo.
