It Service Support Specialist

hace 2 semanas

Madrid, España Mondia Group A tiempo completo

ABOUT US
WHAT WE DO | Our talented teams create tech that connects brands to people via meaningful content that impacts their lives in positive ways. By understanding where the markets are going and where technology fits in; we use our knowledge to identify solutions that boost businesses and shift user experiences.
WHY WE'RE DIFFERENT | What makes us a leader in our industry, and different from other international digital tech companies, is our ability to tailor or custom create our offering to solve business challenges.
WHERE YOU FIT IN | We aim to build an inspiring organization with an engaged and high performing culture. We believe in possibilities. We connect to the future. Think unlimited digital potential, global reach, limitless content, unreal experiences, real connections… now imagine the direct impact you could have in this landscape. If you are eager to work in an inspiring, dynamic environment and collaborate with like-minded people, we want to hear from you
As an IT Service Support Specialist , your primary responsibility is to serve as the first point of contact for clients and internal users, addressing their concerns, complaints, and inquiries related to our mobile entertainment services. You will play a pivotal role in ensuring customer satisfaction by promptly and effectively resolving issues, providing assistance, and facilitating seamless access to our entertainment platforms. Your commitment to delivering exceptional customer support will directly contribute to the success and reputation of our mobile entertainment services.
A significant challenge in this role is to determine whether an issue can be resolved at your level or if it requires escalation to the appropriate team. This process demands a keen understanding of our organization's IT landscape, the ability to identify specialized expertise, and efficient communication to ensure reported issues are promptly routed to the right team for resolution.
Following an ITIL process, the IT Service Support Specialist reports to the Head of IT Service Management and works closely with Development, SysOps, DevOps, and Platform teams.
Key responsibilities include:
Respond promptly and effectively to customers' technical calls across all Mondia services in a non-scripted environment, adhering to Service Level Agreements (SLAs).
Dispatch Service Desk tickets to various technical teams following established operations processes.
Manage user accounts for both standard and vertical applications within Mondia.
Proactively monitor uptime, response time, and error occurrences for various services and applications.
Collaborate with Office IT Support in different branches of Mondia to maintain the asset management system.
Build and maintain the Mondia IT Service Desk knowledge base.
Build and implement observability measures for application health, performance, and capacity.
Optionally participate in on-call rotation as an incident manager.
Participate in special projects and undertake additional assigned duties.
Provide Office IT support for Madrid Office Employees, including collaboration with vendors.
Education:
College diploma in a technology, computer sciences, or engineering field of study completed 3-4 years ago, Bachelor degree with a field of study in computer science or computer engineering completed 3-4 years ago, or equivalent experience.
Evidence of continuing education, whether formal/structured or informal, in the field of technical skills development, communications, and leadership. Technical skills development is mandatory.
Professional qualifications:
Minimum 3 years of relevant work experience in the IT service desk field.
Familiarity with IT service desk policies, with ideally ITIL certification.
Proficiency in Microsoft o365 administration.
Experience using ticketing systems like JIRA and Freshservice.
Familiarity with monitoring tools like New Relic and dashboard solutions.
Knowledge of PC architecture, applications, and operating systems (Windows and Mac OS).
Experience in problem management is a plus.
Understanding of basic mobile development topics (APIs, B2B, B2C/D2C) is a plus.
Established track record of improving standards and processes while driving efficiencies.
Strong writing skills for customer/partners communications and processes/tool creation.
High energy and ability to work effectively under pressure.
Robust planning and organizational skills for future growth and development.
Effective communication skills in English (verbal and written) are a must.
Ability to work with minimal supervision and demonstrate a sense of initiative for overall service desk operation.
Benefits:
Paid Time Off
Health Insurance
Flat hierarchies and short decision-making paths
Becoming a part of a highly motivated, young, international team spread across 3 continents
An attractive location in a creative and modern office in downtown Madrid

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