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IT Support Desk Engineer T2
hace 3 meses
Description:
We're are looking for an IT Service Desk T2 to join our It Team at CPM International.
You will successfully provide excellent service to our internal customers, resolve IT incidents, and escalate to providers or Infrastructure Teams those incidents that fall inside the scope of the competencies and skills of your Tier 2 role.
As a Senior Service Desk team member, you will also be involved in the implementation of new tools and internal proceduresYour Responsibilities:
***:
- Perform troubleshooting through diagnostic techniques and pertinent questions, aiming to resolve the incidents before escalating to a third party or third level escalation inside our organization.
- Determine the best solution for each incident, ensuring the solution is permanent rather than a workaround.
- Provide accurate information on IT products or services.
- Log tickets and update them with events, problems, and outcomes information.
- Strictly follow policies and procedures.
- Keep customers updated with status and information.
- Pass on any relevant feedback or suggestions by customers to the line manager.
- Identify and suggest possible improvements on procedures.
- Check and set up workstations with computers and necessary peripheral devices.
- Create and conduct trainings to Tier 1 support team about company knowledge and configuration.
- Support new Service Desk projects, adding new software or changes in the current infrastructure.
- As a senior member of IT Support, you will propose ideas and support the line manager's process changes, to maintain a positive culture of respect and continuous improvement.
Requirements:
Need to Have:
- Previous experience working in an IT Support Desk role (T1 or T2)
- Fluent in Spanish & English to communicate with our international team.
- Previous professional experience working with Windows environments (Windows 10, Windows 11).
- Ability to communicate clearly and concisely
- Ability to work as part of a team
Good to have:
- Cisco CCNA certification
- MSCA certification
- ITIL certification
- Knowledge of Dutch, French or Italian is a plus
- IT degree or similar
Benefits:
What we offer:
- Start date: ASAP
- Contract Type: Permanent (1 month probation period)
- Working hours: Fulltime, Monday to Friday, 4pm to 12am
- Salary: 24,000 € gross/year
- Location: Barcelona (area Sagrera)
- Hybrid working model
- Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high growth environment.
Who we are:
CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.
CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation.
We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.
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