Technical Support Specialist

hace 2 semanas

Santa Cruz de Tenerife, Santa Cruz de Tenerife, España beBee Careers A tiempo completo

Job Title: Technical Support Specialist

The role of a Technical Support Specialist is to provide on-site technical assistance and support to resolve complex technical issues. This position represents the technology team in incident management, problem-solving, projects, and software delivery.

Main Responsibilities:

  • Analyzing and resolving information system issues related to desktop computing environments, network applications, production applications, and hardware.
  • Deploying Windows, Mac, or other hardware for new joiner laptops and laptop upgrades, as well as deploying other hardware requested through arranged collection in the IT department or setting up at the user's desk. Local asset management is also a key responsibility.
  • SUPPORTING AND MAINTAINING LOCAL CONFERENCE AND MEETING ROOM EQUIPMENT.
  • To ensure that all logged tickets are consistently acknowledged, prioritized, investigated, owned, and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
  • Resolving, routing, or escalating service requests to senior technicians or functional teams as necessary.
  • MANAGING CALLS WITH 3RD PARTY SUPPLIERS WHERE NECESSARY THROUGH TO CLOSURE.
  • Escalating calls where necessary to the support manager, reporting on the status of outstanding calls.
  • BUILDING RELATIONSHIPS WITH OTHER INTERNATIONAL SUPPORT TEAMS TO CREATE A COHESIVE SUPPORT TEAM.
  • Assisting senior staff with functional tasks to support end-user service projects such as software upgrades, patching, computer imaging, network upgrades, etc.
  • Consulting with local business and senior leadership to evaluate support requirements and execution planning.
  • DRIVING LOCAL OPTIMIZATION EFFORTS BY IDENTIFYING SERVICE ISSUES AND IMPLEMENTING IMPROVEMENTS BY AUTOMATION, SELF-SERVICE, AND OTHER MEASURES.
  • Driving technology adoption of end-user services-related applications and systems.
  • SUPPORTING AUDITS (INTERNAL & EXTERNAL), CERTIFICATIONS, AND GDPR-RELATED ACTIVITIES ALONGSIDE OTHER TECH FUNCTIONS AND BUSINESS.
  • TECHNICAL SUPPORT FOR LOCAL APPLICATIONS WHERE APPLICABLE ALONGSIDE OTHER TECH OR BUSINESS TEAMS.

Required Skills and Qualifications:

  • Excellent technical knowledge in all key areas of EUS technologies, including Windows and Mac OS, Microsoft Office 2016, Office 365, Teams, iOS and Android devices, hardware and peripherals, mobile devices, call management systems, especially Service Now, Teams conferencing and enterprise voice, audio-visual systems, SCCM, and basic network skills.
  • ITIL certification is a plus.
  • Experience working in an international environment.
  • English language skills.

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