Level 2 Support

hace 1 mes

Barcelona, España TD SYNNEX A tiempo completo

**Job Description**:
**Job Purpose**:
Responsible for 2nd level partner and end customer managed and support services within the EMEA region. This position works closely with the Line 1 Service Desk, as well as other delivery teams for incident resolution and service request implementation. It is responsible for maintaining our contractual service level agreements with partners and end-users. Further key responsibilities include management and maintenance of the Network Operating Centre (NOC) as well as partner and customer technical onboarding.

**Responsibilities**:

- Determine, recommend, and test which products or software best suit our customers' needs.
- Provides coaching guidance to 1st Level Service Desk agents, ensuring delivery of high quality and proactive support.
- Escalate incidents to next level and vendor support when the solution is unknown or cannot be solved within defined time frames.
- Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following TD SYNNEX IT standard processes in coordination with responsible IT management.
- Manage and maintain the Network Operating Centre (NOC) ensuring security and availability is maintained, customer environments are accurately monitored and Service Desk tools remain functional.
- Education of 1st level technicians and end-users based on TD SYNNEX processes to make optimal use of TD SYNNEX business systems.
- Active contribution to the Risk Register and Continual Improvement Plan, ownership of specific entries and resolution/implementation.
- Ensure standards of infrastructure hardware and software
- Contribute ideas to improve managed and support processes/services.
- Support implementation of new and/or improved IT processes following TD SYNNEX standards.
- Support technical onboarding of managed and support customers.
- Improvement of personal skills within the area of responsibility.
- Work collaboratively with others to achieve group goals, energize people to work together to accomplish business results
- Lead others in a manner that builds their confidence and capabilities, challenging and supporting employees to learn and grow from their experiences

**Knowledge Skills and Experience**
- German Speaking - Must be fluent as a first or second language. (C2)
- English as a first or second language to a high standard.
- One or more of the following industry certifications; CompTIA Security+, SSCP, PCNSA/E, CCNA/P, JNCIA-SEC, JNCIS-SEC, JNCIA-Junos, JNCIS-ENT, CCSA, CCSE or equivalent vendor/industry certification.
- Associates degree of computer science or Bachelors degree. Equivalent combinations of education, experience, and certification will be considered.
- Minimum 3 years experience of working in a preferably global IT organization underlined by respective training certificates.
- Experienced in implementing, documenting and operationally maintaining IT infrastructures.
- Experienced in interacting with partners, end customers, external suppliers & service providers. Analytical Skills; strong and flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem solving skills with the ability to follow written and verbal instructions.

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**What's In It For You?**
- ** Elective Benefits**: Our programs are tailored to your country to best accommodate your lifestyle.
- ** Grow Your Career**:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- ** Elevate Your Personal Well-Being**: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- ** Diversity, Equity & Inclusion**:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- ** Make the Most of our Global Organization**: Network with other new co-workers within your first 30 days through our onboarding program.
- ** Connect with Your Community**: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for

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