Analyst, Service Management (Tech Support) at Raymond James Capital Markets and Advisory

%3Cp class=%22MsoNormal%22%3E%3Cstrong%3EJob Title - %3C/strong%3EAnalyst, Service Management (Tech Support)%3Cspan style=%22font-size:16.0pt;%22%3E%3Cspan style=%22line-height:107%;%22%3E%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cstrong%3ELocation - %3C/strong%3EMunich, Germany%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cstrong%3EJob Summary%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0cm;%22%3ERaymond James Capital Markets and Advisory is seeking an Analyst Service Management (Tech Support) for our Munich Office. This position will provide remote support to our other European offices. The candidate must have excellent communication skills and enjoy interacting with Senior level executive. This position requires advanced PC knowledge, exceptional customer service, detail oriented and must have a strong work ethic with the team in mind. They should apply experience and techniques to meet complex job requirements while exercising judgement in accordance with defined policies, procedures, and practices.%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0cm;%22%3ELead and%5Cor participate in projects of large scope and complexity requiring cross-functional coordination. Serve as a technical advisor to team members and other departments. Provide guidance to perform varied work that is complex in character requiring evaluation, originality, and ingenuity to make complex decisions. Resolve or recommend solutions to complex problems. Extensive contact with customers and vendors is required to identify, research, and resolve problems.%3Co:p%3E%3C/o:p%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cstrong%3EEssential Duties and Responsibilities%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0cm;%22%3E%3Cstrong%3EResponsibilities:%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0cm;%22%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0cm;%22%3E• Install, troubleshoot, and solve escalated incidents on a wide variety of financial and proprietary software via telephone, collaboration tools, and/or on-site support.%26nbsp;%3Cbr%3E• Provide solutions to complex problem resolutions to the support team.%3Cbr%3E• Assist in testing and installing corporate standard images.%26nbsp;%3Cbr%3E• Monitor the call tracking system Service Now for new incidents, change requests, and tasks. %26nbsp;%3Cbr%3E• Communicate technical information to others.%3Cbr%3E• Stay abreast of, and comply with, company and department policies and procedures.%26nbsp;%3Cbr%3E• Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.%3Cbr%3E• Stay abreast of technology developments, identify potential impacts on the existing technology environment, and distribute information to appropriate entities.%26nbsp;%3Cbr%3E• Identify trends in problem reports, as well as research and provide our clients with best practice recommendations.%3Cbr%3E• Perform other duties and responsibilities as assigned.%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22text-align:justify;%22%3EThere will be an occasional requirement to work, out of hours work on weekdays/Saturdays%3Co:p%3E%3C/o:p%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E

  Experience:

• Ideally one (1) to three (3) years of experience in a help desk or other technical support environment is preferred.

• Supporting a Trading and Banking environment within the Financial Service sector is a plus.

• Providing white glove service in a fast-paced environment.

Skilled in:

• Excellent command of both German (native level) and English is essential for this position

• Diagnosing and solving computer hardware, software, data communications and network incidents.
• Analyse, identify and understand issues, problems, and opportunities, compare data from various sources to draw conclusions. 
• Manage multiple tasks to meet department objectives.
• Incident Management, Request Management within the Service Now platform and PowerShell experience a plus.

Ability to:

• Handle stressful situations and provide a high level of customer service in a calm and professional manner.
• Establish and maintain effective working relationships. 
• Apply critical thinking to quickly ascertain the true nature of problems and clearly communicate resolutions.
• Work well and support others in a team approach to problem-solving as well as work independently when required.
• Manage multiple tasks with changing priorities to meet deadlines in a fast-paced environment.
• Research and acquire knowledge of developing Information Technology trends and emerging technologies.
• Pay close attention to detail, sufficient to complete tasks accurately and efficiently.
• Provide a high level of customer service and maintain a positive attitude at all times.
• Apply server administration and maintenance functions.
• Motivate others to use proper operational procedures.

 

Travel Required:

• Travel to our offices in Frankfurt and Paris, will also be required.

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