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IT Support Technician- Corporate Madrid
Responder al anuncioThe L1 IT Support Technician is responsible for maintaining the in-scope Application Services as per SLAs agreed with the IT DEMAND/CIO. He/She will provide, where needed, the necessary know-how to identify, implement and maintain the first-level IT Application Support. In-scope areas for the role: all Application Services (maintenance and field support) as defined by the Capability Lead – Applications Services.
The IT Support Engineer works closely with the Head of the Global Service Desk to provide first-level IT support services in line with SLAs agreed with IT DEMAND/CIO.
RESPONSIBILITIES
- Overall responsible for executing the necessary FIRST LEVEL support and maintenance activities to meet the SLAs agreed with CIO/IT DEMAND.
- Work with other Supporting Levels of IT SUPPLY to build strong professional relationships and ensure the effective ticket dispatch to next levels, ticket escalations and delivery of the in-scope IT services.
- Responsible for execution of/contribution to assigned Group/Country IT Application Services initiatives.
- Provide feedback and insights to the team on ways to better serve our customers.
TASKS
- Gather complete and accurate information on the nature, complexity, impact and urgency of issues and accurately record all information in ITSM software.
- Take ownership and resolve issues via telephone, email, or in-person, meeting or exceeding stated Service Level Agreement (SLA) timeframes.
- Provide initial triage with the goal to handle and resolve more issues over time with familiarity/skillset.
- Clearly communicate technical responses to customers ensuring the understanding of the steps needed for the resolution.
- Work closely with the Capability management for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging and testing.
- Cooperate with Procurement in terms of delivery and logistics.
- Perform regular IT Stock management activities.
- Research existing knowledge base articles, issue tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates.
- Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.
- Provide a positive customer experience for every customer contact.
- Maintain an in-depth understanding of our Application Portfolio, support protocols, customer contact software and departmental procedures.
- Consistently display an enthusiastic, positive, and professional attitude in both words and actions.
Qualifications
- University education in an IT discipline or equivalent professional experience.
- Fluency in English language. Additional language knowledge is an advantage.
Experience
- 3 to 5 years of experience.
- Troubleshooting skills with multi-threaded applications (debugging, analyzing, troubleshooting) and desktop support.
- Excellent written and verbal communication skills.
- Experience working cross-functionally to provide solutions.
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