Support and testing specialist

EEU Software is a fast growing software development company. We started in early 2000 and specialised in Java projects. The 80 programmers in EEU are all together a young, dynamic and highly professional team. We have implemented various applications in Europe and overseas, in countries like Spain, UK, Argentina, USA, Germany, Finland, Switzerland, France and more. EEU Software is Microsoft Partner, IBM Core Partner and Oracle Gold Partner. Our company uses the highest quality standards being ISO 9001 certified by a well-known austrian company, TUV.

Requirements
• Bachelor’s Degree or equivalent in IT
• A minimum of 2 years of experience in IT support
• Availability to travel in Europe for knowledge transfer and learning (40% of the time)
• Works effectively and efficiently under time constraints and in a high pressure environment
• Supervise multiple issue resolution processes

Skills
• Excellent verbal and written communication skills in French (mandatory) and English (nice to have)
• Excellent customer service skills
• Excellent problem-solving skills
• Good level of Windows and UNIX troubleshooting
• Good knowledge of client-server architecture
• Good knowledge of Web Applications and Web Servers
• Basic to intermediate experience with Databases
• High level of ownership and accountability
• Troubleshooting skills and logical thinking
• Ability to work effectively in a dynamic environment

Main responsibilities

• Provide basic to advanced technical support on different applications and operating systems
• Works effectively and efficiently under time constraints and high pressure environments, ensuring customer satisfaction
• Ensure troubleshooting, problem replication, duplication and diagnostic support
• Solve customer issues by phone, email and ticket, ensuring agreed KPIs and SLAs are met
• Extend the area of support from the application to the environment, operating system, database and network
• Make use of specific tools like: Atlassian Jira, HP ALM, CTRL+M, BMC ITSM
• Act as a gateway between the customer and the escalation team when issues meet the requirements for the next level of support
• Act as the trainee in a knowledge transfer process and add to his portfolio new applications and tools
• Document in the knowledge base
• Providing regular status reports and updates

Benefits:
- Reimbursement of agreed certifications
- Private medical subscription
- Motivating salary
- Performance bonuses
- Career path based on continuous learning and development. Internal courses and workshops.
- Multiple ongoing projects thus possibility to change projects/ teams
- Professional environment, access to leading-edge technologies
- Premium customers
- Stability