Application Manager

To expand our Service Desk team, we are looking for a dedicated 1st and 2nd Level Support Engineer who plays an important technical key role in customer support.

In this role, you should be well organized, resilient, and flexible, and bring a high level of responsibility and commitment. Your enthusiasm for dealing with customers and your strong service orientation should also be reflected in your daily tasks.

Your tasks

• Receiving and processing IT requests and incident reports via email, ticket system, and phone
• Analyzing, classifying, and prioritizing incoming requests
• Performing error analyses and resolving issues in 1st and 2nd level support
• Forwarding complex problems to 3rd level support or appropriate specialist departments
• Handling 2nd level support for complex requests, incidents, and change requests
• Recording and documenting requests and solutions in our ticket system
• Monitoring the service of our SaaS solutions and initiating necessary measures
• Supporting the testing of new software releases
• Contributing to the improvement of support and service processes

Our offer

• You can expect a dynamic and interdisciplinary environment where your commitment significantly contributes to the success of the Sumex Suite
• Key role in shaping a leading and established Swiss IT solution with a wide range of modules and services based on modern technologies
• Flat hierarchies and uncomplicated cross-departmental collaboration
• Attractive prospects for your further professional and personal development by working on an innovative product, customers, and technologies
• Good work-life balance (41 hours/week with flexible hours, possibility for home office, at least 25 vacation days), ergonomic and flexible workplace in a multicultural environment
• Interesting benefits such as contributions to mobile phone or business phone, half-fare travelcard and business travel by train in 1st class, attractive pension schemes, coverage of non-occupational accident insurance (private, worldwide), advanced daily sickness allowance insurance, and fleet discount

Your profile

• Completed training in the IT field (e.g., application developer, IT specialist for system integration) or a comparable qualification
• At least 3–4 years of professional experience in technical support focusing on 1st and 2nd level support of software solutions and their configuration
• Very good user knowledge of Atlassian tools (Jira and Confluence) and MS Office
• Good knowledge of Windows Server and/or a Linux distribution (e.g., Red Hat Fedora)
• You are able to explain complex issues clearly and understandably and guide customers patiently and competently to a solution
• You feel comfortable in an interdisciplinary and agile team
• Excellent self-organization skills
• Analytical thinker with a strong sense of responsibility and duty
• Experience in the banking, insurance, and public sectors is an advantage
• Very good German and English skills, both spoken and written; French skills are an advantage

We rely on healthy values and are convinced that diversity is the key to success. Those who approach challenges with curiosity, motivation, and drive are exactly right with us!

Let yourself be inspired by our motto: We make it work!