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Technical Support Engineer, Gdańsk

 
It’s an exciting time for you to join us. We’re a changing company with big ambitions and together we’ll create the future of banking.

Working with us, you will play a part in building a better bank that fulfils a meaningful role in society. We aim to help our customers around the world improve their lives and reach their goals. To do that, we are shaping the digital transformation of banking to improve the services we deliver. Interested in coming on the journey with us?
 

The offer

As Technical Support Engineer, you’ll be responsible for supporting end users in case of application failures or requests according to defined processes. You will act as first level support to all end users (single point of contact). 
 
In the ITSS Application Service Desk Unit, we act with cross border incident management and request fulfilment, take active part in IT community and take responsibility for successful deliveries at global level. 
 
 
What you’ll be doing: 
 
  • Initial investigation and diagnosis of tickets for IT services, searching for solutions, communicating status to Users and IT support groups   
  • Identifying, evaluating and prioritizing Users’ tickets for incidents, requests and problems   
  • Routing and escalating tickets to internal and external 2nd and 3rd level of IT support groups and following tickets until closure   
  • Registering and updating tickets in ticket handling system including their closure and documenting resolution knowledge.   
  • Ensuring that support SLAs, OLAs and UIC are strictly maintained 
  • Helping and training users   
  • Actively participating in knowledge sharing among colleagues in order to create and implement best practice  
  • Taking responsibility for own learning and keep being updated within own area of responsibility to secure continuous competence building and personal growth 
 
The role is based in Gdańsk. Welcome to  the team of dedicated and experienced Support Engineers. 
 
 

Who are you?

Collaboration. Ownership. Passion. Courage. The four key values that guide us in being at our best and that we expect all our colleagues to be committed to.

To build a successful career with us, you’ll work well with others and always act with the customer’s needs in mind. You love learning and trying new things, and you’re excited about bringing your ideas to the table. You’re honest and dependable, willing to speak up even when it’s difficult, and committed to empowering others. You’re passionate about doing a great job.

You have excellent customer service skills, including the ability to deal calmly, positively and professionally. You are able to work under pressure, especially in stressful situation connected to difficult users and present strong sense of service quality, ownership and customer orientation. 
 
Your background: 
 
  • Great experience in working  as a team member of IT Service Organization, Customer Service or Call Centre.   
  • Fluency in written and oral English 
  • Readiness to work night shifts (approx. 1 week a month)  
  • Solution oriented, can-do approach in dealing with challenges  
  • Good work organization skills  
Other areas that are not mandatory but will be beneficial: 
 
  • Knowledge of ITIL methodology  
  • BA / BS in Computer Science / Information   
  • Fluency in any Scandinavian language 

If this sounds like you, we look forward to welcoming you to the team!
 

More information and send application

You have until 28 February 2018 to send us your application.


We believe that diversity improves team performance. Therefore, we strive to form teams with a mix of people of different genders and ages, and with different backgrounds and experiences.
 
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Please include permit for processing personal data in CV as following: “I give my permission for the processing of my personal data that is essential for the recruitment process in Nordea Bank AB branch in Poland, in accordance with the Act of 29.08.1997 on the Protection of Personal Data (Journal of Laws No. 133, item 883 amended)”.
We reserve the right to reply only to selected applications.