Medior Technical Support (L1/L2)

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Your Growth Unleashed

Where your journey begins and your potential shines

At Synpulse, we don’t just consult – we transform. As a leading global management and technology consultancy with Swiss roots, we empower financial institutions to navigate change and seize new opportunities. Since 1996, we've been shaping the future of financial services by delivering cutting-edge expertise in strategy, operations, and technology to banks and insurers worldwide.

What sets us apart is our people. At Synpulse, we cultivate a collaborative, high-impact culture where initiative and creativity are valued. With 21 offices across Europe, the Americas, and Asia-Pacific, we bring together diverse perspectives and talents. We believe innovation thrives where everyone feels they belong and can contribute.

Our core values – Embrace, Drive, Achieve – shape how we work and evolve. We don’t just offer jobs – we offer the chance to develop, make an impact, and be part of a team that’s redefining the future of financial services.

We’re looking for a passionate and experienced L1/L2 Medior Technical Support (Application Support) professional to join our Business Enablement Collective Support Team!

In this role, you'll be the first line of defense for our client employees, providing exceptional technical assistance for client-side applicationsand troubleshooting a wide range of related issues. This is a opportunity for someone with a strong foundation in technical skills, application support experience and a desire to collaborate within a supportive team environment.

You will be part of The Business Enablement Collective, a collaborative group within our organization focused on delivering exceptional customer experiences. As part of this team, you'll work alongside colleagues in L1 and L2 Support as well as Business Analysts.

Your Tasks:

• Provide first-line technical support to our client via JIRA, Slack channels, and other designated communication methods, ensuring prompt and courteous service.
• Troubleshoot software issues for client users, leveraging your technical knowledge and internal resources to identify and resolve tickets efficiently.
• Become a knowledge hub by accurately documenting all support tickets in our ticketing system - Jira. This includes tracking and managing tickets to resolution, following established procedures, and prioritizing tickets based on urgency and impact.
• Maintain comprehensive documentation of support procedures, known issues, and frequently asked questions to facilitate efficient problem-solving for both yourself and others.
• Foster collaboration by working closely with other IT support tiers and departments, like Business Analyst and Developers, to resolve complex issues that require escalation or cross-team input.
• Continuously improve processes by identifying trends in technical issues and internal procedures. Propose improvements to prevent recurring tickets and contribute to the knowledge base, empowering users to troubleshoot common issues independently.
• Provide timely updates to both end-users and internal stakeholders regarding the status and progress of their inquiries, within specified SLAs.

Experience Required:

• A minimum of 3 years of experience as an L1/L2 Support professional, or a similar role.
• A strong foundation in technical skills and a willingness to learn new technologies.
• Experience with ticketing and support tools such Jira, and Confluence.
• Proficiency in basic SQL queries is a plus.
• Excellent communication skills (written and verbal), with the ability to communicate effectively across all levels within the organization.
• B2 or higher level of English (spoken and written) is required for daily communication.
• A strong work ethic with the ability to prioritize tasks, work independently, and seek guidance when needed.
• A flexible attitude and the ability to perform well under pressure.
• High attention to detail and excellent time management skills.
• Strong problem-solving skills and the ability to troubleshoot technical issues systematically.
  
  

Bonus Points for:

• Certifications relevant to technical support or your area of expertise
• Experience working in a fast-paced, agile environment

Zamestnanecké výhody, benefity:

• Five extra vacation days on top of regulation
• Sick leave compensation 100% from day one
• 3 sick days per year
• Attractive performance bonus based on project performance up to 10%
• Cafeteria benefit system with a flexible allowance of 500 EUR per year for education, health benefits, shopping, travel, cultural activities, and sports options
• Overtime fully paid or compensated based on your preference
• A friendly and informal working environment
• Work-life balance with flexible working hours and the option to work from home (by agreement)
• Dedicated time for individual training
• MultiSport card
• & more