Technical Support Specialist for Retail Operations

hace 2 semanas

Madrid, Madrid, España Western Union A tiempo completo

**Job Summary**

We are seeking a skilled and motivated IT Support Specialist to join our Global IT support team, dedicated to supporting Western Union's own stores across Spain and Benelux. As an IT Support Specialist, you will play a pivotal part in providing essential IT support to our +40 stores by diagnosing and resolving technology-related challenges.

**Key Responsibilities**

  • Provide onsite and remote end user IT support for Front Line Associates (FLAs):
  • Support Microsoft Windows-based workstations and hardware.
  • Assist with other IT equipment including printers, DSPs, scanners, and card terminals.
  • Manage network and internet connectivity, including phone and alarm systems (acting as the point of contact for escalations).
  • Troubleshoot issues with MS Windows operating systems and various software applications.
  • Serve as a support and troubleshooting contact for transactional/currency exchange software, collaborating with other IT teams for issue resolution.

**Store Activation and Ongoing Support**

  • Onsite network and hardware installation and setup for new stores, including telecom, Wi-Fi, PCs, DSPs, scanners, and card terminals.
  • Provide remote and onsite support for ongoing issues, with onsite support in Spain only when necessary.
  • Offer end user computing support for FLAs, including Windows users, browser updates, and Okta.
  • Manage telecommunications: network, internet, and phone issues (point of contact for escalation).

**Help Desk Support**

  • Act as the help desk for Concept Stores in Spain (40+ stores) and the primary escalation contact for IT-related issues.
  • Serve as the point of contact for transactional support (WUPOS) to report issues and follow up on tickets, as well as manage WUPOS certificates and currency software issues.

**Requirements**

  • Technical Expertise: Possess 2-3 years of hands-on experience and strong knowledge of Microsoft operating systems, with solid experience supporting Windows 10/11 in an enterprise environment.
  • Experience in supporting stores with similar concepts – customer transaction related hardware and software.
  • Infrastructure Knowledge: Experience working with Active Directory, remote support tools, printers.
  • Communication Skills: Possess professional written and oral communication skills with proficiency in both Spanish and English.
  • Problem-Solving Skills: Proven problem-solving skills, a robust technological background, and an understanding of business processes.
  • Industry Experience: Previous experience in the money transfer industry is preferred.

**Additional Information**

  • Working Hours: 40h per week, Monday to Friday from 11:00AM to 20:00PM with some flexibility required.
  • Travel Availability: especially for set up of new Stores.

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