Mid-Level Customer Support Engineer

hace 2 semanas

Madrid, España VILT A tiempo completo

Your next opportunity is on its way

VILT is an IT company, where we value our people, promote teamwork and, of course, good humour.

Take a look at this job opportunity and see if you are the next VILTian (If you know someone, don't forget to recommend them)

We are seeking a talented and customer-focused individual to join our team as a Mid-Level Customer Support Engineer . In this role, you will be responsible for providing technical support to our clients, troubleshooting issues, and ensuring timely resolution of customer inquiries and concerns. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping others succeed.

What you will do:

- Respond and resolve incidents with different SLAs related to the customer's environment & applications
- Work on customer requests daily
- Monitor customer environments and react proactively
- Interact with other teams & providers to solve the problems
- Document incident resolutions and procedures in the VILT knowledge base
- Propose solutions to solve recurring issues
- Walk the customer through the problem-solving process
- Work in a highly skilled team where teamwork and documentation are very important

What we expect from you :

- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
- Previous experience in a customer support or technical support role preferred
- Knowledge of Linux and Windows management
- Knowledge of applications and web servers
- Knowledge in Scripting (shell script/bash/other)
- Good communication skills
- Fluency in English (written and spoken - Spanish is a plus)
- Proactivity
- Ability to prioritize and multitask
- Flexibility (work shifts)
- Ability to work well under pressure and prioritize tasks in a fast-paced environment
- Experience with ticketing systems and customer relationship management (CRM) software
- A passion for customer satisfaction and a commitment to delivering exceptional service
- Troubleshooting and Problem-Solving
- Enthusiasm for continual learning
- Curious, self-learned, passionate about IT

Differential requirements:

- Knowledge of the full application development cycle
- Knowledge in some programming languages (java / PHP / other)
- Knowledge of monitoring tools (nagios / icinga / Microsoft scom / checkmk / other)
- Knowledge and Experience with Opentext Products

If you’re ready to take your customer support engineer career to the next level, we’d love to hear from you

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