Technical Support Specialist

hace 4 semanas

Madrid, Madrid, España Infotree Global Solutions A tiempo completo
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Infotree Global Solutions. As a key member of our technical support team, 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 various communication channels.
  • Respond to user-reported issues in a timely and professional manner, adhering to established Service Level Agreements (SLAs).
  • Perform advanced troubleshooting at both the application and operating system (OS) levels to identify and resolve technical issues.
  • Manage support cases to ensure timely resolution and follow-ups, and provide regular updates to customers and stakeholders.
  • Collaborate with our Engineering team to influence product operability and provide feedback on customer-reported product problems.
  • 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).
  • MacOS 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 XenApp, and XenDesktop) 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.

Why Join Us?

At Infotree Global Solutions, we prioritize our employees' career growth and well-being. Our supportive team and dedicated recruiters and consultant care representatives are committed to your success. Check out our open roles to get started and take the first step towards a fulfilling career.

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