Service Desk Engineer

3 days ago

Tallinn, Harjumaa, Estonia Tuum Full time

Tuum is a next-generation banking platform. We enable fintech and banks to rapidly offer seamless and tailored financial services to their customers. Our core banking platform is revolutionising the financial services industry. The platform is API-based, consisting of flexible and independent modules covering all retail and business banking capabilities for quick and easy integration.

Launched in 2019, Tuum is headquartered in Tallinn and is backed by investors including BlackFin Capital Partners, Karma Ventures, Portage Ventures, and CommerzVentures.

We are looking for an experienced
Service Desk Engineer
to join our Implementation team in Tallinn. As Service Desk Engineer you'll be responsible for administration, 2nd, and 3rd level support of all incidents that come from our banking and fintech customers. If you have a strong service and solutions orientated mindset, we would love to hear from you.

What you'll be doing

  • Administration and 2nd and 3rd level support of all incidents towards the requester (customer)
  • System and process monitoring, ensuring timely response, follow-up, and communication with any involved party in order to find a quick solution to the problem
  • Identify, respond to, and resolve reported incidents and service requests according to process specifications and in line with SLAs and agreed support scope ("on call" at night and on weekends).
  • Working with Product and DevOps Engineers to ensure customer environments are healthy and SLA goals are met
  • Clearly document actions taken in our incident management system and communicate incident resolution to requesters

Our expectations

  • Experience working with or as a service/help desk engineer at least 1 year
  • General understanding of the software development and maintenance process, monitoring, and system health
  • Experience in working with APIs
  • General understanding of databases and SQL skills
  • Customer service-oriented and able to compose easy-to-follow yet professionally worded emails and process documentation
  • Result-oriented and creative mindset, with the ability to prioritize in the timely escalation of technical problems
  • Experience in projects related to banking, payments, cards, lending, or integrations is considered an advantage
  • Excellent communication skills in English

What we offer

  • Competitive salary
  • Tuum stock options
  • Hybrid-working (3 days a week in the office)
  • 4 day work week during the summer months (June, July, August)
  • Private health insurance or generous wellness compensation
  • Career opportunities to grow both professionally and personally as we scale
  • Bright and warm-hearted team of professionals delivering great things together
  • All-hands-on-deck-approach (meaning that everyone delivers value regardless of responsibilities)

We are an equal opportunity employer and value diversity at our company. We actively hire for cultural growth and welcome people of all ages, backgrounds and value people who take a journey unique to them. Equality, diversity and inclusion are our priority and we are committed to ensuring all job applicants are treated equally. All applicants will be treated fairly and will be considered for employment without discrimination because of ethnicity, race, religion or belief, gender, sexual orientation, gender identity or gender reassignment, family or parental status, pregnancy or maternity, marital or civil partner status, national origin, age, veteran, neurodiversity status or disability status.

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