Senior Technical Support Engineer
We are a global investment firm seeking an experienced Technical Support Engineer to join our growing IT team in Zug. Our company has a strong global presence and a fast-paced, collaborative environment that values innovation, professionalism, and continuous improvement.
This role offers the opportunity to be more than just a problem solver - you will also get to mentor and guide junior engineers while working closely with management to improve processes and ensure smooth operations.
Key Responsibilities:
1. Technical Support: Provide professional and approachable technical support to end-users.
2. Phone Coverage: Assist with maintaining phone coverage for smooth help desk operations.
3. Issue Resolution: Prioritize and resolve high-priority issues efficiently, adhering to the escalation process.
4. Incident Management: Monitor the incident queue to ensure timely ticket assignment and processing.
5. Documentation: Create and maintain technical documentation, and proactively share knowledge across the team.
6. Process Improvements: Identify opportunities for process improvements and contribute to automation initiatives.
7. IT Projects: Participate in local, regional, or global IT projects.
8. Leadership: Demonstrate professionalism and technical expertise in all interactions.
9. Project Responsibility: Take responsibility for projects and processes as directed by the management team.
10. Team Collaboration: Provide support and guidance to fellow engineers, fostering a collaborative team environment.
Ideal Experience / Background:
1. Enterprise IT Experience: At least 5 years of experience in an enterprise-level IT environment; finance/trade-floor support experience is a plus.
2. Troubleshooting Skills: Strong troubleshooting skills with a logical, methodical approach to solving technical issues.
3. Analytical Abilities: Excellent analytical and problem-solving abilities.
4. Exceptional Support: Proven track record of providing exceptional technical support within a team.
5. Pressure Management: Ability to thrive under pressure, manage multiple priorities, and handle urgent issues with professionalism.