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Global IT Senior Application Support Specialist

We are looking for talented candidates to support offices of our multinational partner all over the globe.


  • Perform CRM application support activities in the event of operational support incidents and customer requests in line with global SLAs.
  • To collaborate in a team dedicated to provide Telephony, Application and System support to call centre operations; these support activities are carried out remotely from the Service support centers
  • In collaboration with other Global Application support teams perform 2nd and 3rd line support activities, contributing with technology partners and other 3rd party solution providers
  • Coordinate software updates, new release deployment, execute controlled application upgrades
  • Maintain daily relationship with the IT organization and the Business Customers
  • Develop sound understanding of each system / application within the company global portfolio
  • Develop strong technical knowledge in the areas of specialization with underlying technologies included such as script languages, database management, communication protocols, etc.
  • In case of fail over situation between Service Support Centers, perform service desk and 1st level application support activities.
  • Tracking, escalation follow-up, and reporting for timely resolution of incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels
  • Support activities to global or regional projects for implementing new applications or new releases of existing ones.
  • Continuously keeping up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support and knowledge transfer toward 1st line support organization units

Required IT knowledge:

  • Good understanding of IP/ICMP protocols
  • Knowledge and troubleshooting of MS SQL Server 2005 and 2008
  • Knowledge and troubleshooting of Windows Server 2003 and 2008
  • Basic understanding of call switching, control and call management
  • Experience with the set up and troubleshooting of server/desktop hardware and software
  • Experience in log reading and analyzing

Other expectations:

  • Bachelors degree in IT / Telecomm or equivalent (3-5+ years) experience in call center and/or IT Helpdesk environment
  • Possess strong knowledge of call tracking systems, remote connectivity tools, and other helpdesk tools
  • Off hours availability.
  • Excellent verbal and written English communication skills.
  • At least 3 years experience in application management with large number of users, experience of call centre technology is preferred with CRM technology support skills (Altitude, eWFM, Business Objects)

Experience with following is a plus:

  • Microsoft Certifications
  • AVAYA PBX, Definity, Media Server, Media Gateway, IVR, IP Telephony technical knowledge and related experience


Kategória IT / Informatika
Régió Budapest
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