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IT Support Specialist

hace 1 mes

Madrid, Madrid, España Wood Group A tiempo completo

Job Summary
Wood Group is seeking a skilled IT Support Specialist to provide day-to-day IT support for simple IT issues through our IT user support tool service. The successful candidate will be responsible for troubleshooting technical issues, providing technical solutions, and ensuring that all issues are properly logged and documented.

Key Responsibilities
Diagnose and troubleshoot technical issues, including account setup, software issues, hardware, and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed SLA
Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
Properly escalate unresolved issues to appropriate internal teams
Provide prompt and accurate feedback to customers
Use the Knowledge Base or external resources to provide accurate technical solutions
Ensure all issues are properly logged with regular updates documented
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of ticket notes and Knowledge Base entries

Requirements
Proven experience within IT Desktop Support
Knowledge, skills and experience: Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
Hands-on experience with Windows OS, mobile devices, peripherals, Intune and SCCM deployment methods as well as excellent proven troubleshooting skills
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Ability to provide step-by-step technical help, both written and verbal
Excellent problem-solving and multitasking skills
Personal attributes: Effective communication, both verbally and in writing Strong problem-solving ability
Customer-oriented attitude
Ability to handle frustrated or stressed users with empathy