Level 1 (L1) Application Support

Job DescriptionThe successful candidate will be part of the Canadian Bank Note ID Systems Support Team located in Romania. Canadian Bank Note is a world-leading supplier of Identification and Border Management Software Systems.As a Frontline Support in the Support Team of CBN International Europe, you have the chance to acquire knowledge in a new business domain and to grow professionally due to the exposure to many technologies and complex system architecture.General Objective:In this role, you will be the first point of contact for users experiencing technical issues, providing efficient troubleshooting and escalating problems when necessary.Reports To: Support Team ManagerWhat we offer: Wellbeing:Medical insurance at Medicover with the possibility of enrolling family members at promotional prices.Bookster subscription.Office healthy corner once a week.Free access to Calm app for the employee and up to 4 family members.Free access to EAP program for the employee and to family members.Floating Holidays (excepting Easter and Pentecost).50% of the monthly fee for a fitness club program or a Decathlon card charged with an amount annually.2 socializing events/year for our employees and their families.Extra benefits:13th salary, based on employee’s performance.Meal tickets.Responsibilities: Duties, and Tasks:Act as the first point of contact for IT support queries via phone, email or ticketing systemDiagnose and resolve common technical issuesAssist users with different application support queries (software updates, password resets, account setups)Log all incidents and service requests in the ticketing systemEscalate complex issues to system administratorsProvide training and guidance to users on IT systems and best practicesEnsure timely follow-ups and resolution of support ticketsLearn and stay up to date with the new features/implementations of the platformRequirements:Knowledge/ExperiencePrevious experience in an IT support or Customer Service role is a plusBasic understanding of Linux/Windows operating systemPrevious experience with troubleshooting network connectivity issuesPreferably previous experience in offering application support for nontechnical usersBasic experience with SQL (Oracle, PostgreSQL, MySQL, etc)Basic knowledge of hardwareAdvanced knowledge of Office suiteSkills & Abilities: Ability to work and manage multiple support requestsStrong problem solving and communication skillsWillingness to learn technical skillsAbility to work in a team environment, as well as independently.Analytical skillsGood troubleshooting and problem solvingCommunication skills in English