Über diesen Job

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What you're going to do

Do you enjoy translating tech talk into clear, helpful support for users? Ready to build your career in a place that values both technical skill and a customer-first mindset? Looking for a role where learning new technologies is part of the job? If so, this opportunity might be the perfect fit for you.

As an software support engineer, you will responsible for high availability and performance of applications for renowned customers.

In your daily work, you will

Providing 1st level IT support

Initial analysis of request/incident and resolution of simple or standard requests, replying to questions and recommending/implementing workarounds

Logs incidents and service requests and maintains relevant records:

Identifies and classifies incident types and service interruptions

Records incidents cataloging them by symptom and resolution

Work collaboratively with other IT personnel to resolve user issues

Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support

Escalates complex problems to the L2/L3 of support as required by documented procedures

Follow up ticket status and close ticket based on L2/L3 team confirmation

Documentation and classification of the required information

Coordination and assurance of resolution of all tickets

Notification of system users on incidents, errors and operational events

Ticket synchronization from and to customer ticket tools

Maintenance of incident statistics

Monthly reports

What we're looking for

To master this job, you should have

Graduated/Obtained/Possess IT certificate, courses or equivalent
Familiar of IT system, application
Basic understanding of web-based applications, databases, and operating systems (Windows/Linux)
Ability to quickly learn new systems and applications
Strong communication skills in English both verbal and written
Pleasure in dealing with clients
Customer service orientation by providing customer support over phone, chat, email, etc.
Detailed, independently and teamwork, structured and reliable working style as well as logical and analytical thinking.
Good time management skill to handle and escalate incidents in a timely manner
Previous experience using ServiceNow, JSD, JIRA, or any ticketing system is a plus

Sharp minds, good vibes

We are the sharp-minded IT experts who tackle the trickiest software and security challenges. With more than 700 employees in our locations in Zurich (HQ), Bern, Lausanne, Budapest, Lisbon, Singapore, and Ho Chi Minh City, we make the digital business of our clients work.

As a great team, we empower each other to share, grow and succeed. The unique Adnovum spirit across locations stands for helping each other at any time, having an open door and contributing to an appreciating and trustful atmosphere. We always enjoy having a laugh, a coffee or a drink together!

Apart from our unique «one Adnovum» spirit, we offer a solution-oriented engineering culture with flat hierarchies, which gives you the opportunity to contribute with your opinions and ideas. We embrace flexible working, like the possibility to work part-time and a hybrid work model. Your continuous education and development are key to us. Therefore, we actively encourage and support individual training opportunities.

We firmly believe that diversity drives innovation and creates a vibrant and engaging workplace. We therefore encourage applications from people of all genders, all backgrounds, and all life journeys – a sentiment we express with an (a) for «all» in our job postings. At Adnovum, everyone is welcome.

For data privacy reasons, we only accept applications submitted via our online portal. Applications received by e-mail cannot be processed. Thank you for your understanding.

Diễm Thị Lệ Hoàng

jobs@adnovum.vn

Gehalts-Prognose

Unternehmens-Details

Adnovum AG

Internet, IT

501-1.000 Mitarbeitende

Schweiz

Technical Support Engineer (L1) (a)