IT Application Support Analyst - till 31.12.2018, possibly extended

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).

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.

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

Specifics
- This position will be hired for this year only, so till 31.12.2018 (afterwards may become permanent, but not guaranteed )

- Dynamic and informal working environment
- Flexible working time (partially)
- Possibility of exceptional Home office (for specific day, upon approval)
- Quarterly recognition meetings – 50 Eur gift cards
- Meal vouchers repaired over the limit
- Fruits in the office (once a week)
- Coffee, tea
- Team building events
- Yearly bonus / 13th salary (not guaranteed, depend on company results, so far regular)

We only reply to candidates chosen for the interview.