Technical Support Specialist

hace 4 semanas

Madrid, Madrid, España Infotree Global Solutions A tiempo completo
Job Title: Technical Support Engineer

At Infotree Global Solutions, we are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a critical role in providing exceptional technical support to our customers and partners.

Key Responsibilities:

  • Provide technical support to customers and partners via phone, email, and chat.
  • Respond to user-reported issues in a timely and professional manner.
  • Perform advanced troubleshooting at the application and operating system levels.
  • Manage support cases to ensure timely resolution and follow-ups.
  • Conduct fault isolation and root cause analysis for technical issues.
  • Publish technical support bulletins and other documentation in the Knowledge Base.
  • Review technical documentation for training, marketing collateral, manuals, and troubleshooting guides.
  • Collaborate with the Engineering team to enhance product operability.
  • Communicate complex technical issues effectively to all levels and stakeholders, both internally and externally.

Requirements:

  • 4 years of experience as a Support Engineer.
  • Strong experience with Windows and Linux OS-based applications (installation, troubleshooting, debugging).
  • Mac OS experience is a plus.
  • Experience with Android OS-based applications (installation, troubleshooting, debugging).
  • Understanding of malware, exploits, operating system structure, and behavior.
  • Strong experience with the MS environment (SCCM, GPO, AD, MSSQL, IIS).
  • Experience with Endpoint security software (Antivirus, DLP, IPS, NAC) is a plus.
  • Knowledge of SIEM, vulnerability management tools, and firewalls is a plus.
  • Experience with batch scripting and Python is a plus.
  • Strong ability to troubleshoot, reproduce issues, and identify feasible workarounds in complex environments with mixed applications and protocols.
  • Knowledge of Cloud infrastructure.
  • Knowledge of VDI (VMWare Horizon, Citrix Xen App, and Xen Desktop) is a plus.
  • BS/MS or equivalent experience required.
  • Experience working with EDR tools.
  • Basic networking knowledge and the ability to debug complex environments with mixed applications and protocols.

Professional Skills:

  • Strong customer focus and advocacy skills, with the ability to handle difficult customer situations.
  • Excellent written and verbal communication skills.
  • Fluency in English (reading, writing, and speaking).
  • Proficiency test results (e.g., TOEFL, TOEIC, Cambridge English Exams) are a plus.
  • Excellent team player.
  • Cultural awareness and the ability to communicate with international customers.
  • Empathy and the ability to understand and address customer needs effectively.

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