Level 1 (L1) Application Support

Job Description

The successful candidate will be part of the Canadian Bank Note ID Systems Support Team located in Romania. Canadian Bank Note is a world-leading supplier of Identification and Border Management Software Systems.

As a Frontline Support in the Support Team of CBN International Europe, you have the chance to acquire knowledge in a new business domain and to grow professionally due to the exposure to many technologies and complex system architecture.

You'll join a team that works in a hybrid setup, combining collaboration in the office 3 days a week with the flexibility of working remotely for the rest of the week.

General Objective:

In this role, you will be the first point of contact for users experiencing technical issues, providing efficient troubleshooting and escalating problems when necessary.

Reports To: Support Team Manager

What we offer:

Wellbeing:

1. Medical insurance at Medicover with the possibility of enrolling family members at promotional prices.
2. Bookster subscription.
3. Office healthy corner once a week.
4. Free access to Calm app for the employee and up to 4 family members.
5. Free access to EAP program for the employee and to family members.
6. Floating Holidays (excepting Easter and Pentecost).
7. 50% of the monthly fee for a fitness club program or a Decathlon card charged with an amount annually.
8. 2 socializing events/year for our employees and their families.

Extra benefits:

1. 13th salary, based on employee’s performance.
2. Meal tickets.

Responsibilities: Duties, and Tasks:

1. Act as the first point of contact for IT support queries via phone, email or ticketing system
2. Diagnose and resolve common technical issues
3. Assist users with different application support queries (software updates, password resets, account setups)
4. Log all incidents and service requests in the ticketing system
5. Escalate complex issues to system administrators
6. Provide training and guidance to users on IT systems and best practices
7. Ensure timely follow-ups and resolution of support tickets
8. Learn and stay up to date with the new features/implementations of the platform

Requirements:

Knowledge/Experience

1. Previous experience in an IT support or Customer Service role is a plus
2. Basic understanding of Linux/Windows operating system
3. Previous experience with troubleshooting network connectivity issues
4. Preferably previous experience in offering application support for nontechnical users
5. Basic experience with SQL (Oracle, PostgreSQL, MySQL, etc)
6. Basic knowledge of hardware
7. Advanced knowledge of Office suite

Skills & Abilities:

1. Ability to work and manage multiple support requests
2. Strong problem solving and communication skills
3. Willingness to learn technical skills
4. Ability to work in a team environment, as well as independently.
5. Analytical skills
6. Good troubleshooting and problem solving
7. Communication skills in English