The Cloud CollaborationServices Specialist is responsible for supporting our employees through thesupport and engineering involved with maintaining and enhancing the Cloud-basedCollaboration platforms at Credit Suisse - predominantly Zoom for videoconferencing, but additionally : Slack;
Symphony; MS Teams and LeapXpertimplementations. The goal of the team is to deliver stable collaborationplatforms through the efficient and effective execution of changes, managedescalations, and ownership of production product lifecycles.
Integration of thepublicly available cloud services with Credit Suisse’s security controls iscrucial to protect the Bank’s data, as is governance and oversight of theplatforms’ consumption by the internal user-base.
Development and support ofthe services via the vendor-provided APIs will be required to streamlineoperating processes through automation, as well as providing new end-userfunctionality.
Additionally role requires knowledge of general unifiedcollaboration solutions and platforms (Skype for Business, Cisco Webex).
Highlevel of client communication manner is required for every Cloud CollaborationServices Specialist as well as strong team-player skills set.
Additionallyadherence to process and procedures to maintain quality and professionalism.
A department which valuesDiversity and Inclusion (D&I) and is committed to realizing the firm’sD&I ambition which is an integral part of our global Conduct and EthicsStandards.
Main Responsibilities :
Incident queue coverage in shift patterns between 7 : 00-18 : 00.
Manage and prioritize all dispatched tickets. Troubleshoot to best of his knowledge and if 3rd level troubleshooting is replenished, engage other support teams for help.
Utilize all possible contact channels (IM, phone, email) to seek incident resolution.
Maintain pro-active approach to resolve End Users issue.
Provide all internal clients with a dedicated, positive and efficient service at all times.
Maintain flexibility to help 1st and 2nd line of support if required.
Adhere to process and procedures to maintain quality and professionalism.
Ability to use and troubleshoot Zoom and other Cloud Collaboration platforms.
Knowledge of Active Directory and group management.
Knowledge and understanding of Skype for Business or other collaboration platforms (Webex, Slack).
Hold a Bachelor’s degree or equivalent work experience.
Outstanding written and verbal communication skills with fluency in English.
Ability to work to tight deadlines and demonstrate creativity, conflict management skills.
Prior extensive experience of supporting an end user environment.
Agile attitude full of initiatives to improve the internal procedures and processes.
Results-oriented and demonstrate can do approach at all times.
Nice to have :
Knowledge of scripting tools, automation and APIs would be a benefit.
ITIL v3 Foundation (or later) would be an advantage.
Any IT (technical) certificates (Microsoft, ITIL) would be a benefit.
Understands the value of diversity in the workplace and is dedicated to fostering an inclusive culture in all aspects of working life so that people from all backgrounds receive equal treatment, realize their full potential and can bring their full, authentic selves to work.
This should be further elaborated on in your application.Our benefits
Private medical care
Life insurance for employees and additional insurance options available for family members
Training and development
Language training course
Family nursery and kindergarten funding, gift vouchers for Christmas
Health promotion : Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
Employee discounts on various products and services (event tickets, consumer products, etc.)
Employee Referral Program
Flexible work schedule and working from home (home office)
Credit Suisse is committed toproviding equal employment opportunities, regardless of ethnicity, nationality,gender, sexual orientation, gender identity, religion, age, civil partnership,marital or family status, pregnancy, disability or any other status that isprotected as a matter of local law.
Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success.