support responsible
Idss, Information Delivery Systems Sweden AB / Supportteknikerjobb / Stockholm
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IDS/iServ systems are the market leader in Sweden in the tracking and analysis of terrorism and serious crime. The system is also used for the billing of telephone calls between telecommunication operators' networks and for a variety of analytical and critical business systems.
Our customers are telecom operators of all sizes worldwide. They rely on IDS to provide software able to process huge volumes of event data as well as customer and reference information and provide reports and insights for their business users. All Swedish operators are directly or indirectly (though subsidiaries) customers of one or multiple IDS/iServ systems.
iServ - what is it
The IDS information delivery concept is based on its iServ platform that extracts and gathers Event and Static Data. iServ then combines this data with reference data and transforms this data into new categories of relevant information for further processing and analysis.
A powerful data warehouse and aggregation engine enables rapid, exact extraction of huge data volumes online all in the intuitive user-friendly tool. iServ is a modular, scalable platform that can be tailored and optimized for applications that range from just a few network elements to extensive networks and from general reporting to subject specific applications such as billing or fraud investigations.
Job Description
As a dedicated support responsible at IDS you will work closely with our R&D department and our customers to resolve their support tickets. It requires a structed and analytical approach both in resolving the issue and communicating the problem, cause, and resolution. You will monitor our hosted systems and act on alarms, escalate issues internally, and test new system functionality. You will also schedule patch windows with the customer, apply patches, as well as make sure system access and credentials (such as VPN and firewall openings) to our customer's installations are working and up to date.
Job Tasks
Receive and manage (resolve, delegate or escalate) incoming customer support requests by phone or our service desk issue tracking system
Perform data investigations to pinpoint customer problems
Monitor and act on alarms triggered in the alarm console
Communicate product release information to customers, schedule patch windows, and apply software patches
Run tests on new software releases both internally and externally
Manage/update integration parameters in customer systems to constantly improve system performance and reliability
Qualities
Analytical mindset
• You like to analyze our customers' problems and connect the dots to arrive at a solution
Service minded
• You care about our customer's success and take pride in delivering high quality support
Broad Business knowledge
• You have a broad knowledge of business applications (preferably with experience in the telecommunications industry) and are curious for new experiences, technologies, and tools.
Natural communicator
• You will need to be able to communicate in English (Swedish will be a bonus) and be able to communicate with both technical and business users
Language requirements
Fluent in written and spoken English
Other requirements
Swedish personal number is required.
Other qualifications that will be good but not essential
Experience in telecommunications (ICT) sector
Experience with business support systems
Experience in SQL
Basic knowledge about oracle database concepts
Publiceringsdatum2021-06-08Så ansöker duSista dag att ansöka är 2021-07-08
FöretagIdss, Information Delivery Systems Sweden AB
Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "support ansvarig".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Idss, Information Delivery Systems Sweden AB (org.nr 556711-5711)
Ansökan E-post:
hr@ids.se Arbetsplats Idss, Information Delivery Systems Sweden AB
Jobbnummer 5796858
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