Senior Technical Support Associate

A prestigious international financial organization with over 25 years of market expertise is seeking an exceptional Technical Support Associate to join their dynamic team. In this pivotal role, you'll leverage your technical knowledge and interpersonal skills to deliver world-class IT support in a fast-paced financial environment. Key Responsibilities - Provide comprehensive technical support to internal teams and external clients, delivering exceptional service and timely resolutions. - Develop and maintain strong customer relationships through consistent, professional communication and proactive problem-solving. - Analyze complex technical issues and implement effective solutions, documenting processes for future reference. - Monitor system performance and health using enterprise-level tools including Dynatrace and Zabbix. - Contribute to the continuous improvement of support processes and procedures with customer experience at the forefront. - Collaborate cross-functionally to address technical challenges and implement innovative solutions. - Participate in recovery planning and execution, ensuring minimal disruption to business operations. - Create and maintain technical documentation within Atlassian products like Jira and Confluence. - Develop automation scripts to enhance efficiency and standardize support processes. - Implement and adhere to ITIL best practices for incident, problem, and change management. Required Skills & Qualifications - Proven customer service excellence with the ability to build strong relationships and create customer-centric processes. - Advanced knowledge of Windows operating systems (Windows 10/11, Windows Server 2019/2022) at both user and administrator levels. - Comprehensive understanding of PC hardware configurations, troubleshooting, and maintenance. - Strong analytical capabilities with demonstrated problem-solving skills in technical environments. - Solid networking fundamentals including TCP/IP, DNS, DHCP, and basic routing principles. - Experience implementing and utilizing system monitoring tools and strategies. - Working knowledge of backup and recovery systems, including disaster recovery planning. - Understanding of ITSM principles and ITIL framework (v4). - Demonstrated ability to anticipate technical obstacles and develop proactive solutions. - Change-oriented mindset with a track record of process improvement initiatives. - Intermediate English proficiency (minimum B2 level) in both written and spoken communication. Why Join Our Team - When you join our organization, you'll become part of a respected international financial institution with a proven 25-year track record of excellence. - We foster a collaborative environment where innovation is encouraged, professional development is prioritized, and your technical expertise will directly impact business success. - You'll work with cutting-edge technologies while building valuable skills in the financial technology sector.