AI Summary
We are looking for a .NET Technical Support Specialist with +5 years of client-facing IT software support experience. The ideal candidate will be based in Vienna or willing to relocate. The role involves providing effective technology support to clients for SPMS applications.
Key Highlights
Provide effective technology support to clients for SPMS applications
Assume overall responsibility for resolution of support requests
Manage, help prioritize, track and follow up on support tickets
Design, create, produce, and maintain technical documentation
Establish and maintain knowledge management system and cycle
Technical Skills Required
Benefits & Perks
Relocation package
Visa sponsorship not provided
Remote work not mentioned
Job Description
We are looking for a .NET Technical Support. We are looking for a contractor with at least +5 years client-facing IT software support experience.
EU candidates are welcome to apply. Candidates need to be based in Vienna or willing to relocate to Vienna.
Work permit is not provided. Candidates need to be fluent in English.
Tasks and responsibilities:
- Provide effective technology support to clients for SPMS applications that were developed internally and applications that are highly integrated by internal programming;
- Assume overall responsibility for resolution of support requests;
- Provide 1st and 2nd level support, escalate issues to 3rd level support if required;
- Manage, help prioritize, track and follow up on support tickets to ensure their timely resolution;
- Provide advice in resolving technical, IT and configuration problems;
- Test and debug applications in order to understand and reconstruct problems, bugs and issues (partial 3rd level support);
Knowledge Management and Software Development Lifecycle
- Design, create, produce, and maintain technical documentation, FAQs and how-tos;
- Establish and maintain knowledge knowledge management system and cycle for use by support function as well as product development / enhancement;
- Establish and monitor Key Performance Indicators related to support and resolution times and quality, provide regular reports to SPMS product management;
- Provide input to Quality Assurance and Feature teams on priorities based on user feedback and support experience;
- Update testing documentation based on resolution and software updates, ensure inclusion in future regression and other testing regimes;
Profile:
- Bachelor or Master degree;
- +5 years in a client-facing IT software support role;
- +5 years of relevant technical experience in Windows Server administration, Microsoft Azure environment, Microsoft .NET/C#, Ms SQL Server, Atlassian JIRA;
- Experience with agile development approaches and associated development techniques;
- Experience with frameworks such as Microsoft TFS/Azure DevOps is desirable;
- A certification in ISTQB-FL, ITIL-V4. Certifications in Prince2 or similar is an advantage;
- Fluent in English;