Vacancy ECLIPSE & IT Office Support Technician

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Sapienza is looking to recruit an ECLIPSE Support & IT Office Technician to be part of the ECLIPSE Professional Services team. The job position has several layers, as follows:

  • Develop a thorough understanding of the Sapienza ECLIPSE software, and its usage by our customers;
  • 1st line / 2nd line Technical Support using web-based ticketing system;
  • User administration (i.e. creation of new accounts, password resets & access rights);
  • Creation, configuration and maintenance of new Eclipse projects & RID reviews;
  • Execution of implementation projects; data extracts, accurate and consistent Data manipulation using MS Excel and migrations according to agreed plans;
  • System testing of new and upgraded applications;
  • Performing User Acceptance Testing (UAT) where appropriate – potentially at customer location;
  • Maintaining the ECLIPSE Implementation library and body of knowledge;
  • Assist in the creation of product supporting documentation (e.g. User Guides; SW Release Notes, ‘How To’ short guides);
  • Maintains professional interaction with end-users while delivering high-quality service, and proactively develop relationships with key ECLIPSE users;
  • 3rd line support.
Ideal Candidate: 
  • Technical degree in IT, similar or equivalent experience;
  • Demonstrable experience in offering software application support;
  • Good communicator who is able to explain things clearly & professionally at all levels;
  • Ability to establish productive partnerships with clients by gaining their trust and respect;
  • Approachable to ensure that users want to discuss the Applications in light of their business processes;
  • Able to create and maintain relevant documentation;
  • Demonstrable analytical skills with the ability to evaluate issues through client communication and self-investigation;
  • Good time keeper respecting the business hours;
  • Inquisitive and a self-starter who wants to excel in his/her role;
  • Organised to ensure actions are tracked and feedback given to users;
  • Diligent to ensure that tasks are always addressed;
  • Delivers outputs for the tasks assigned within prescribed time, costs and quality standards;
  • Highly skilled in MS Office with particular abilities in MS Excel, MS PowerPoint and MS Word, Web browsers (such as Internet Explorer 11, Firefox, Chrome and Safari), Windows 7, 8 and 10;
  • Commitment to continuous development and learning;
  • Fluent in English; knowledge of another ESA member-state language is an asset;
  • Occasional travel to other Sapienza offices and client sites might be required across Europe.
  • Candidates must be eligible to work in the EU.
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