Experienced IT Application Support Analyst

Telus Agriculture & Consumer Goods

Place of work
Röntgenova 26, Petržalka
Contract type
full-time
Start date
01.06.2019
Wage (gross)
starting at 1500 € per month

Information about the position

Job description, responsibilities and duties

AFS Technologies (AFS) is a global provider of software solutions and services (http://www.afsi.com/).

From our Bratislava office we manage the whole life cycle of one of the key global AFS solutions – Retail Execution. Starting from ideas of improvement to requests & proposals and ending up with development and testing, our dynamic team of over 60 talented young professionals makes things happen. How would you feel, knowing that every day, tens of thousands people use something you helped to create?

We're looking for a new team member to our support team in Bratislava able to analyze more complex support cases (Tier 2/Tier 3) reported by our customers and also to provide consulting and solutions for IT issues and problems occurring in customers environment. Support is provided in English language to our 1st/2nd line contacts in various countries (at customer). Our team providing support for our Retail Execution product consists of 18 people in Bratislava (including 2TL, 1SD and 15 supporter analysts), 4 people in Mexico and 2 in Australia.

Responsibilities
• Investigates, diagnoses and resolves Tickets that cannot be fixed at previous level.
• Understands the service level and execution according to the time-lines.
• Uses collaboration of 3rd party resources (consultants and development team etc.) for efficient Ticket resolution, particularly on critical incidents.
• Checks Tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
• Provides timely and accurate updates to Tickets to give visibility of their work to the end-users, management, SDs and other RGs.
• Provides clear justifications and a summary of analysis prior to reassignments.
• Ensures that all resolutions are clearly documented and classification is correct.
• Performs sufficient testing to ensure that the recovery action is complete and that the service has been fully restored to the end-user.
• Identifies valid candidates for Problem Management, ticket session, customer feedback.
• Provides information to Team leader on the issues he faces while resolving the tickets.
• You will use email (75 %) chat (20 %) and phone (5 %)

Requirements
• Familiarity with Databases and SQL language
• Customer orientation and ability to adapt/respond to different types of characters
• Good communication skills
• Fluent English (spoken and written)
• Ability to multi-task, prioritize, and manage time effectively
• Customer support experience is an advantage
• Knowledge of scripting languages (Powershell, batch) is advantage

Employee perks, benefits

• Food coupons fully repaid (4€)
• Annual bonus
• Teambulding events
• Education (trainings, courses)
• Sport events
• Jubilee gift (wedding, child birth)
• Employee appreciation for long-term cooperation

Information about the selection process

We only reply to candidates chosen for the interview.

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Educational Specialization

IT

Language skills

English - Upper intermediate (B2)

Other knowledge

Business correspondence - Advanced
Microsoft Excel - Advanced
SQL - Advanced
Microsoft SQL Server - Basic

Number of years of experience

2

Advertiser

Brief description of the company

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

In Slovakia we operate under commercial name AFS Visicom Slovakia a.s.

Number of employees

100-149 employees
ID: 3534881  Posting date: 4.4.2019  Basic wage component (gross) and other rewards: starting at 1500 € per month