It Support Technician

hace 5 días

Madrid, España Affidea A tiempo completo

The IT Support Engineer is Responsible to maintain 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 support) as defined by the Capability Lead – Applications Services.The IT Support Engineer works closely with the Head of Global Service Desk to provide first level IT support services in line with SLAs agreed with IT DEMAND/CIO.RESPONSIBILITIESOverall responsible for executing the necessary FIRST LEVEL support and maintenance activities to meet the SLAs agreed with CIO/IT DEMANDWork 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.TASKSGather complete and accurate information on the nature, complexity, impact and urgency of issues and accurately record all information in ITSM software.Take ownership and resolves 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.Cooperation with Procurement in terms of delivery and logisticsPerform regular IT Stock management activitiesResearch 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.QualificationsUniversity education in an IT discipline or equivalent professional experience.Fluency in English language.Additional language knowledge an advantage.ExperienceExperience 3 to 5 Years.Troubleshooting skills with multi-threaded applications (debugging, analysing, troubleshooting) and desktop support.Excellent written and verbal communication skills.Experience to work cross-functionally to provide solutions.

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