Deskside Support Analyst

hace 3 meses

Barcelona, España News Corp A tiempo completo

**System Support Specialist - Barcelona**

**Where is it based? Barcelona**

Experienced in working with end user computing solutions?

Do you have a can do attitude with a focus on getting the job done?

Do you have experience of providing support, maintenance and operation of Information Technology systems across multiple sites/offices

**Who is my manager?**

Desktop Service Team Leader

**Who are we?**

Synonymous with accuracy, integrity and trust, Dow Jones & Company is one of the most respected brands in providing news and business information world-wide.

**What is the role?**

Based in our Barcelona office, the role of System Support Specialist is to be responsible for providing exceptional technical assistance, customer service and support to Barcelona based employees as well as EMEA based staff.

**What is my personal contribution?**

Works closely with current on-site support staff in solving day to day desktop support related problems.

Support the integration of new technologies into the operation.

Provide technical assistance, guidance, and training to technical staff and customers.

Maintain corporate technology and publication quality standards.

Implements high availability platforms and business resumption planning architectures.

Acts as a liaison for vendors during installation, rearrangement and/or removal of equipment.

Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists.

Assists in problem investigation, analysis, and evaluation to determine solution.

Provides hardware and systems software support, including ancillary software products.

Directs trouble resolution activities, coordinating with technical staff, vendors, and carriers.

Works proactively to ensure high performance, high reliability, and rapid trouble resolution of the network(s) including hardware and software.

Assist with the daily running of the Barcelona Techbar, including stock management and procurement.

Notifies management and customers of network/systems troubles through a tiered notification and escalation process.

Supplies telephone support to corporate technical staff when necessary.

Install and modify supported systems.

Works with vendors to resolve replacement or modification issues.

Performs routine systems maintenance, such as backups and disk maintenance.

Maintains hardware and software configuration documentation.

Works with technical staff and vendors in diagnosing and correcting hardware problems.

Assists the Service Desk team with taking support calls when required, if directed by the team lead or management team.

Records and logs all details related to support calls dispatched by call tracking system.

Performs initial installation of new PC’s.

Is happy to work with users around the office in person and from our Techbar or via phone when assisting remotely.

Coordinates the evaluation of 3rd party software products.

Provides telephone/remote support to remote users who experience software or hardware problems and on occasions when assisting the Service Desk.

Develops and maintains technical documentation across all regions

Is reachable out of hours in case of an emergency, if required

**What do you need from me?**

At least 5 years previous experience within a system support role and function

Strong attention to detail with a proactive and problem solving approach

Experience of working in a real time environment and providing remote support

Previous experience of working in multiple locations

Strong communication and Interpersonal skills.

Excellent attention to detail and time management.

Problem solving, troubleshooting and analytical skills.

In-depth knowledge of developing and maintaining technical documentation.

Proactive approach with a focus on service delivery and going that extra mile is essential

You must also be prepared to work on different sites in and around EMEA and be available to travel last minute if required

Previous experience working with IP telephony

In-depth knowledge of Google/Outlook mail environments

**What we offer?**

In return, we offer a professional, progressive and multicultural environment for you to grow both personally as well as a wide range of benefits offered by a global company.

Job Category:
News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.

Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.

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