Senior IT Support 1st Level Specialist

Specific Role Responsibilities

• Conception and implementation of service processes at 1st level
• Acceptance, documentation and monitoring of service requests using a ticket system
• Ensuring compliance with processes and specifications in accordance with frameworks (based on ITIL)
• Ensuring timely and professional communication on incoming orders
• Interim order status and order completion vis-a-vis customers and users of FNZ
• Dispatching service requests in cross departmental units
• Technical and structural pre-qualification of service requests
• Participation in the quality assurance of service processes (e.g. change advisory board) with FNZ customers

Experience Required

• Successfully completed technical vocational training in the field of information and telecommunications technology
• Several years of practical experience in IT support
• Understanding and enthusiasm for current technologies, trends, innovations and standards as well as an interest in and enjoyment of in individually supported further training
• Experience in the design and implementation of IT processes (e.g. ITIL)
• Knowledge of common ticket systems (Helpdesk, ServiceNow, etc.) and the practices anchored in them in the IT Service Desk (1st level, 2nd level, change advisory board, etc.)
• Experience in professional customer communication
• Knowledge of simple administrative tasks in IT operations (e.g. creating users, resetting passwords)
• A strong sense of responsibility and motivation for continuous improvement as well as high standards for a modern and fail-safe service operation in a team-oriented cooperation model
• Analytical thinking and service orientation in customer support
• Very good knowledge of German and good written and spoken English

About FNZ Culture

Our culture is what drives us. It’s at the heart of who we are and everything we do. It’s what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.

That’s why we value the strength and diversity of thought in our global team.

The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world.

• Customer obsessed for the long-term
• Think big and make an impact
• Act now and own it all the way
• Challenge, commit and win together

Read more about The FNZ Way and our values:

Opportunities

• Right from day one, you will work alongside exceptional, multicultural teams – experts in their respective fields – who will inspire and challenge you to make your greatest impact.
• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies;
• Working in a flexible and agile way that meets the needs of the business and personal circumstances;
• Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority;
• We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

Commitment to Equal Opportunities

At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected.

In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

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