З/п не указана
Оказывает ИТ-поддержку, управляет инцидентами и требует технических знаний.
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Техник сервисного центра
в SİCPA
О роли
Established in 1927, SICPA is a Swiss private technology company that supports the effective governance and long-term prosperity of nations.
SICPA sets the pulse of sovereignty, enabling governments to protect their citizens, sovereign assets, and economies. Best known for securing the majority of the world’s banknotes, SICPA operates across five continents. Today, our platform for sovereignty delivers integrated solutions safeguarding revenue mobilisation, natural resources, health, and brand protection as well as digital sovereignty and secure public services.
ROLE
Actively contribute to the delivery of Service Centre activities by providing first-level technical support for SICPA's solutions. Handle customer inquiries and service requests, coordinate with local and global support teams, and ensure the efficient operation of the system while delivering high-quality customer service.
Key Responsibilities
- Provide first-level technical support through the Service Centre, including the Support Line and Support Email
- Act as the first point of contact for customers and system users, ensuring inquiries and service requests are handled efficiently and within agreed service levels
- Coordinate with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests
- Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when appropriate
- Support the implementation and application of Service Management processes, including Incident, Problem, Change and Monitoring Management
- Manage incidents, service requests and change activities, ensuring issues are properly tracked, resolved and closed
- Contribute to the preparation and delivery of technical training for customers and internal teams
- Prepare operational and service performance reports as required
- Support the coordination and communication of system releases and upgrades
- Contribute to the continuous improvement of support processes, documentation and operational practices
- Ensure compliance with SICPA policies, procedures and Health, Safety & Environment standards
This role also involves
- Participating in improvement initiatives and operational projects
- Supporting the development and maintenance of operational procedures and documentation
- Collaborating closely with local and global teams to ensure high-quality service delivery
- Performing additional operational or administrative tasks as required by the Service Centre Team Leader
PROFILE
- Bachelor's degree or equivalent technical qualification through education and experience
- Minimum 2 years of experience in a Service Centre, Helpdesk or Technical Support environment
- Good understanding of technical support processes and IT systems
- Experience working in SLA-driven customer support environments
- Strong troubleshooting and analytical skills with the ability to diagnose software-related issues
- Excellent communication and customer service skills
- Well organised, proactive and results-oriented
- Strong team player with the ability to work effectively under pressure and meet deadlines
- Fluent in English (minimum B2 level)
Knowledge in one or more of the following areas is an advantage
- ITIL or other Service Management methodologies
- Incident, Problem and Change Management processes
- Service management tools (e.g. ServiceNow)
- IT support procedures and troubleshooting methodologies
- Microsoft Office applications (Excel, Word, PowerPoint and Visio)
WHY JOIN US?
- Join a global leader in trust technologies with a mission that matters.
- Be at the strategic heart of a financially sound and innovation-driven company.
- Collaborate with high-level experts and work on impactful international projects.
- Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.
CV and cover letter in English are mandatory.
Established in 1927, SICPA is a Swiss private technology company that supports the effective governance and long-term prosperity of nations.
SICPA sets the pulse of sovereignty, enabling governments to protect their citizens, sovereign assets, and economies. Best known for securing the majority of the world’s banknotes, SICPA operates across five continents. Today, our platform for sovereignty delivers integrated solutions safeguarding revenue mobilisation, natural resources, health, and brand protection as well as digital sovereignty and secure public services.
ROLE
Actively contribute to the delivery of Service Centre activities by providing first-level technical support for SICPA's solutions. Handle customer inquiries and service requests, coordinate with local and global support teams, and ensure the efficient operation of the system while delivering high-quality customer service.
Key Responsibilities
- Provide first-level technical support through the Service Centre, including the Support Line and Support Email
- Act as the first point of contact for customers and system users, ensuring inquiries and service requests are handled efficiently and within agreed service levels
- Coordinate with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests
- Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when appropriate
- Support the implementation and application of Service Management processes, including Incident, Problem, Change and Monitoring Management
- Manage incidents, service requests and change activities, ensuring issues are properly tracked, resolved and closed
- Contribute to the preparation and delivery of technical training for customers and internal teams
- Prepare operational and service performance reports as required
- Support the coordination and communication of system releases and upgrades
- Contribute to the continuous improvement of support processes, documentation and operational practices
- Ensure compliance with SICPA policies, procedures and Health, Safety & Environment standards
This role also involves
- Participating in improvement initiatives and operational projects
- Supporting the development and maintenance of operational procedures and documentation
- Collaborating closely with local and global teams to ensure high-quality service delivery
- Performing additional operational or administrative tasks as required by the Service Centre Team Leader
PROFILE
- Bachelor's degree or equivalent technical qualification through education and experience
- Minimum 2 years of experience in a Service Centre, Helpdesk or Technical Support environment
- Good understanding of technical support processes and IT systems
- Experience working in SLA-driven customer support environments
- Strong troubleshooting and analytical skills with the ability to diagnose software-related issues
- Excellent communication and customer service skills
- Well organised, proactive and results-oriented
- Strong team player with the ability to work effectively under pressure and meet deadlines
- Fluent in English (minimum B2 level)
Knowledge in one or more of the following areas is an advantage
- ITIL or other Service Management methodologies
- Incident, Problem and Change Management processes
- Service management tools (e.g. ServiceNow)
- IT support procedures and troubleshooting methodologies
- Microsoft Office applications (Excel, Word, PowerPoint and Visio)
WHY JOIN US?
- Join a global leader in trust technologies with a mission that matters.
- Be at the strategic heart of a financially sound and innovation-driven company.
- Collaborate with high-level experts and work on impactful international projects.
- Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.
CV and cover letter in English are mandatory.
Локация
Bakı
Опыт
2+ лет
Занятость
Полная занятость
Зарплата
Не указана
Опубликовано
31 июля 2026
Языки
English
О компании
SİCPA
Security and Investigations · 3,000+ · Baku
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