eFront is the leading provider of software solutions to manage alternative investments (Private Equity, Real Estate, Private Debt and Funds of Hedge Funds). We have grown extensively year-on-year since our inception and the forefront of our strategy is to continue this trajectory. To support our future growth, we are looking for professionals with great technical skills, with drive and enthusiasm, who are keen to make a difference and be successful. We are a global organization with offices across Europe, North America, Asia-Pacific and the Middle East having over 20 offices worldwide.
Junior 3rd Line Engineer
Belgrade
The position
This is a key role within our 3rd line technology support team who process all incident and service request from our external Clients and internal teams. The role is responsible for triage (relevance and qualification) and prioritizing and resolution or escalation to our development teams. The role requires technical, logical and mathematical skills as it is required to investigate and resolve (infrastructure, configuration and other technical issues). This role will manage key stakeholders ensuring expectations are clearly set and managed.
By joining the 3rd line technology team as a junior position, you will be mentored by senior team’s members. They all help you to improve your technical skills in many different area, following the incident and service request you may have to handle. This role gives you the opportunity to train your leadership style. By these tow side of the role (technology & leadership), this is a great opportunity to start a career or evolve to a subject matter expert in technology.
Key Responsibilities
- Act as the primary interface between our 1st/2nd and 4th line support teams
- Process client and internal teams tickets (incidents and service requests) ensuring that all requests are triaged, qualified, resolved at pace
- If needed, ensure that requests are handed off to 4th line support at pace
- Assess the impact of each query and take appropriate action
- Assign requests to appropriate internal or third-party support groups
- Monitor the progress of each request and escalate if required
- Inform users of the status and progress of their requests regularly
- Ensure incident records are updated regularly with events and action plans
- Ensure clients and internal teams are satisfied before resolving their requests
Implementation
- Understand the dependencies between requests and how they combine to deliver service to the end consumer and to the business
- Ensure the day to day delivery of the backlog in line with enterprise integration, architecture and priorities with the ability to make effective priority decisions when required
- Understand commercial needs against technical requirements and capabilities
- Foster a sense of urgency to deliver results at pace
Essential Skills & Experience
- Minimum of 1 years of experience in a technical role in contact with client.
- Excellent oral and written English communication
- Good interpersonal and leadership skills
- Graduate degree in computer systems/software development/Telecom or equivalent experience
- Experience of delivering within a flexible environment where priorities can change depending on business needs
- A good understanding of ITIL, ITSM and change/incident management processes and procedures
You must be familiar, amongst others, with:
- Basic IT systems automation (PowerShell scripting or similar)
- Windows OS (2012,2016) with basic features and roles (IIS, File sharing, .NET engine).
- Linux basic knowledge is a plus
- DBA essential skills: SQL, Oracle is a plus
- 3 tier, Web 2.0 and mobile application architectures
- Basic system administration
- IT concepts: Networking (TCP IP), authentication, encryption
eFront stands out as a real career opportunity:
- We are at the crossroads between software and the thriving businesses of Private Equity and Real Estate
- We foster international and cross-functional mobility across our broad office network
- Our culture encourages risk-taking and innovation
- While we are a financially robust and established company, we remain agile and able to rapidly respond to customer needs
Our Values
At eFront, the customer is at the heart of everything we do. This is why we value people who deliver a great service that directly benefits our customers. We look for five key values in our people:
Why eFront is a place for you
Our multicultural environment is fueled by creative people who are driven to deliver. We are committed to provide you with an opportunity to build your career, develop and improve your skills as a part of the fastest growing FinTech industry in the world.
Find out more about eFront and our people #eFrontlife
11.10.2018.