22 days ago

IT Support Expert (Level 2/3)


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IT Support Expert (Level 2/3)

IT Support Expert (Level 2/3)

Your role
Are you an expert when it comes to supporting others on DTP, A3 and Workspace platforms? Do you have proven ability to analyze complex issues and define measures for improving IT support situations? Do you have proven experience in Office 365, Citrix environment, Azure, Splunk, 2-factor Authentication, etc.)?

We're looking for an IT Support Analyst to IT Support Expert (Level 2/3):

* act as Expert and making sure all End users tickets to be resolved with Technology Service Desk.
* various remote access solutions like Blackberry Console, VPN, Citrix Director, etc.
* swift troubleshoot experience with WIFI, printing, network issues, shared drives /mailboxes
* root cause analysis, attend weekly global call with L2 / L3 and Engineering
* liaise with Product Owner or Engineering
* confident communicator that can explain technology to non-technical audience by understanding client needs and translating this into products and services
* strong team player with service-oriented attitude and customer focus
* demonstrates analytical, problem solving and documentation skills

Your team
The IT service desk is responsible for providing End User Support for all UBS employees globally. Focus area is to handle incident life cycle promptly & efficiently for Infra related issues and most importantly, enhance user experience.

Your experience and skills
* 5+ years of End User support experience, preferably in a large organization
* strong English & German language skills is a must (Italian and French best effort)
* required to work in shifts
* provide workstation support (Thin Clients, DTP desktops/notebooks, Bring Your Own Device as well as Mobile Devices)
* assist with Desktop Virtualization projects as in BOYD/ UBS iPads / Remote Connection solutions
* support two-factor authentication based on a user certificate with keys stored in secure hardware features (BYOD)
* define workarounds for known errors and initiate process improvements
* contribute expertise to the Management of existing and new IT products as well as services
* hands on experience on application level troubleshooting
* profound experience in MS Office 2010 application suite (MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook), Office 365, Splunk, Citrix and Skype for Business
* hands on experience in troubleshooting Password, Windows 10/ 7 and 2016, MS Outlook, O365, Skype and mobility products for end user applications
* swift troubleshoot experience with WIFI, printing, network issues, shared drives /mailboxes
* ticketing tool – GSNOW or any other
* ITIL Foundation, CCA-V, CCP-V , MD-100 certifications

About us
Expert advice. Wealth management. Investment banking. Asset management. Retail banking in Switzerland. And all the support functions. That's what we do. And we do it for private and institutional clients as well as corporations around the world.

We are about 60,000 employees in all major financial centers, in more than 50 countries. Do you want to be one of us?

Join Us

We're a truly global, collaborative and friendly group of people. Having a diverse, inclusive and respectful workplace is important to us. And we support your career development, internal mobility and work-life balance. If this sounds interesting, apply now.

Disclaimer / Policy Statements
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.