First Level Support Engineer

We are looking for a First Level Support Engineer to join our team in Prishtina.

Quipu is the dedicated IT company of the ProCredit group and provides comprehensive end-to-end solutions for all ProCredit institutions, as well as for other banks and financial institutions This includes everything from electronic payment services to software systems, hybrid cloud hosting, and a host of other operations.

A 100% subsidiary of ProCredit Holding, Quipu was established in March 2004 and is headquartered in Frankfurt am Main, Germany. Quipu plays a central role within the ProCredit group, providing a comprehensive range of support services that enable the banks to become competitive and efficient.

General description of the position

The First Level Support Engineer is responsible for monitoring and ensuring the availability, stability and performance of the Online Transaction Processing System, Network, and Infrastructure.. The team maintains direct contact with customers, providing accurate and comprehensive technical support while ensuring prompt issue resolution through proper escalation channels. They also handle necessary escalations to restore interrupted or affected services on a 24/7 basis. Additionally, the First Level Support Engineer offers customer service and first-level IT support using a ticket management system. They actively participate in the Fraud Monitoring service, protecting clients against fraudulent activities by analyzing system-generated alerts and promptly addressing any suspicious actions.

What your key responsibilities will be:

• Provide customer service and first level IT support via a ticket management solution, phone call and MS Teams
• Analyse fraud alerts generated by our Fraud Monitoring System
• Perform risk assessment, detect and escalate potential Fraud
• Monitor hardware and application resources for service availability
• Incident Management via the detection, preventing, restoration or escalation of incidents
• Perform predefined support activities for Call Centre service
• Analytical approach to the understanding and fulfilment of our customer needs
• Problem solving by phone
• Emergency escalation point for operational and service incidents
• Perform 1st level support for customer cases related to IT services
• Ensure quality support services with an emphasis on end-user satisfaction are provided to Quipu and customer users

Skills and experience we expect from you:

• Well-organized person who can multitask, work independently or as part of a team and has the ability to prioritize work under pressure
• University Degree in scientific field (Computer Science, Engineering, etc.)
• Flexibility and reliability to work in 24/7 shifts
• Good attitude towards learning new topics
• Customer oriented and good communication skills
• Highly proficient in spoken and written English
• Knowledge of Electronic Financial Transactions (preferable)
• Experience with ticket management and dispatching (preferable)
• Experience with network and communications (optional)
• Experience in Fraud Detection methods and applications (preferable)

What we offer:

• A substantial degree of flexibility, allowing for an autonomous approach to performing duties
• Challenging and varied work
• Flat management structure
• Long-term prospects with plenty of opportunities for professional development and growth
• Excellent team-oriented and international working environment
• Travel possibilities
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