L1 Support Technician

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

PagoNxt is a world-leading payment solution provider for merchants, international corporates and SME’s. Part of the Santander Group, boasting over 160 years of banking experience and 155 million customers worldwide, PagoNxt is an autonomous company, the Group’s FinTech delivering fast solutions to the payments market.

This position is for the Payments Hub team. We are currently extending our cloud native payments processing platform to Santander banks and other financial institutions, with the aim of providing a single access to most domestic and international payment methods at global scale.

If you would like to join a global community of world-class payment experts, this is the place for you! This is a unique opportunity to work for a company that combines the best of both worlds: innovative technology of a FinTech with the reach and expertise of a leading global financial institution.

 

WHAT YOU WILL BE DOING

As a Level 1 Support Technician, you will work in a team, monitoring the payments hub, at Infrastructure, application and system level, triaging and escalating incidents raised to the L1 Team.

We need someone like you to help us in different fronts:

· To be the first point of contact for customers reporting incidents.

· To be able to do a first impact analysis of an incoming alert or a raised issue and do a triage based on said analysis.

· To document, track, and monitor requests to ensure a timely resolution of all inquiries.

· To actively monitor the PagoNXT Payments Hub environment, using the tools provided.

· To support deployment activity in order to ensure deployments are carried out with no harm done to the production environment. (we are the first line of defense of the production environment)

· To carry out periodic systems checks, noting results in the required way.

· To suggest improvements to processes, routines, and runbooks to improve efficiency.

· To be prepared to work rotating shifts in a 24/7 Production environment.

 

EXPERIENCE

· 2+ years of experience

· Experience with monitoring and ticketing tools

· Experience of working in IT Operations / SRE

· Experience working as a L1 (or higher) Support Technician

· High level of English and Spanish as he/she must be able to communicate in both languages.

 

DESIRED SKILLS

· Analytical mindset, being able to investigate a reported issue with or without a step-by-step guide.

· Ability to work at a high pace and be able to change tasks based on priorities.

· Proactive in acquiring the knowledge necessary to perform their tasks, real willingness to learn.

· Proactive personality, but also knowing how to act in a critical situation without panicking (reactive when needed).

· Customer service skills

· Ability to work as part of a team and collaborate effectively.

· Excellent communication and interpersonal skills

· Exceptional organization and time management abilities.

· Strong problem-solving skills.

 

DESIRED EDUCATION OR KNOWLEDGE

· Administration of Networked Computer Systems (ASIR)

· Multiplatform Application Development (DAM)

· If possible, minimum knowledge of payments industry

· Tools: AWS, Dynatrace, Elastic Kibana

· Ticketing tools: Service Now, Jira, etc.

· ITIL certification or ITSM best practices knowledge