IT Support Engineer at Backbase

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, FintechIndustries

Requirements

A minimum of 3 years of experience in a similar role
Evidence of tech support level of technical knowledge and troubleshooting ability
A professional recognition in a relevant discipline, and/or industry-recognized certifications (e.g. CompTIA A+), and/or equivalent experience are a plus
Basic understanding of TCP/IP networking, proxies, SSL, LDAP
Fluent English language, written and spoken
Excellent Communication skills
Basic knowledge of Apple operating systems including mobile devices
Basic knowledge of MacOS laptop troubleshooting, printers, IP phones and meeting room equipment

Responsibilities

Provide first line of support (Level I) for 1600+ end users globally through the ICT Service Desk
Take ownership of customer issues and see problems through to resolution
Prioritize urgent issues
Track and resolve tickets in a timely manner
Keep the ticket queue up to date
Effectively manage one-to-one user interactions
Research, diagnose, troubleshoot, collaborate with colleagues and identify solutions for all raised issues
Follow standard procedures for proper explanation, escalation and communication of unresolved issues to appropriate internal teams and issue stakeholders
Work closely with HR to support onboarding and offboarding processes
Manage and track ICT inventory, ensuring availability is known
Be involved in the purchasing lifecycle of equipment to add new stock to the inventory
Bring new and wild ideas to improve all things ICT

Skills

Key technologies and capabilities for this role

IT SupportTroubleshootingService DeskTicket ManagementTCP/IPProxiesSSLLDAPMacOSApple DevicesOnboardingInventory ManagementCompTIA A+Communication

Questions & Answers

Common questions about this position

What experience is required for the IT Support Engineer role?

A minimum of 3 years of experience in a similar role is required, along with evidence of tech support level technical knowledge and troubleshooting ability.

What technical skills are needed for this position?

Candidates need a basic understanding of TCP/IP networking, proxies, SSL, LDAP, as well as basic knowledge of Apple operating systems including mobile devices, MacOS laptop troubleshooting, printers, IP phones, and meeting room equipment.

What is the team and work environment like at Backbase?

You'll work in a team of motivated, driven, and fun IT professionals within a young, growing organization, providing first line support for 1600+ end users globally, and you're encouraged to bring new ideas to improve ICT.

Is this IT Support Engineer role remote or office-based?

This information is not specified in the job description.

What makes a strong candidate for this IT Support Engineer position?

Strong candidates will have at least 3 years of experience, proven troubleshooting skills, excellent communication, fluent English, and relevant certifications like CompTIA A+ as a plus.

Backbase

Engagement banking platform for digital transformation

About Backbase

Backbase offers an Engagement Banking Platform that helps banks modernize their customer interactions and internal operations by replacing outdated IT systems. The platform allows banks to enhance customer journeys and eliminate operational silos, empowering both customers and employees. Backbase stands out by providing out-of-the-box web and mobile solutions, along with Model Bank accelerators that simplify digital transformation. The company generates revenue through platform usage fees, comprehensive documentation, and training, while also enabling banks to create unique features with their open APIs and SDK.

Amsterdam, NetherlandsHeadquarters

2003Year Founded

$128.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Risks

Emerging regulations like the EU AI Act may increase compliance costs for Backbase.

Competition from other fintech companies could erode Backbase's market share.

Integration challenges with TD Bank may arise if customer expectations are not met.

Differentiation

Backbase's platform offers seamless integration with any back-end system for banks.

The company provides out-of-the-box web and mobile journeys for digital transformation.

Backbase's Model Bank accelerators embody industry best practices for rapid implementation.

Upsides

Partnership with TD Bank enhances digital experiences for over two million cardholders.

Collaboration with Seven expands Backbase's influence in Africa and the Middle East.

Increased AI adoption in banking offers Backbase opportunities to enhance platform capabilities.

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