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Support Technician L1

Spain- Boadilla del Monte, Madrid

PagoNxt is a new company wholly owned by Santander that incorporates our most disruptive payments & trade businesses into a single, autonomous company, creating one of the largest private fintech companies in the world. This new company will deliver payment & trade solutions for merchants and consumers with compelling technology to become a leading global payments provider in the medium term.  

In order to achieve this goal, PagoNxt is organized in three different business:  

  • Merchant Solutions, for merchants and acquirers. 
  • Trade Solutions, for corporates and SMEs. 
  • Consumer Solutions, digital products and services for individuals. 

This role will be part of our PagoNxt Trade Solutions team and will be responsible for delivering fast, efficient trade finance, supplying chain and FX payments solutions for international SMEs that were once only accessible to larger corporations. 

Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture and disability. Our mission is to contribute to help more people and business prosper. We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management. 

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:

  • Documents, tracks, and monitors requests to ensure a timely resolution of all inquiries.
  • Actively monitor the Payments Hub environment, using the tools provided.
  • Support deployment activity in order to ensure deployments are carried out with no harm done to the production environment.
  • Carry out periodic systems checks, noting results in the required way.
  • Be the first point of contact for customers reporting incidents
  • Suggesting improvements to processes, routines and run books to improve efficiency.
  • 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 must be able to communicate in both languages.

DESIRED SKILLS/CERTIFICATIONS

  • 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).

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.

 

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