Technical Support Specialist

hace 3 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 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 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 the application and operating system (OS) levels to identify and resolve complex technical issues.
  • Manage support cases to ensure timely resolution and follow-ups, and provide regular updates to customers and stakeholders.
  • Conduct fault isolation and root cause analysis for technical issues, and collaborate with the Engineering team to implement fixes.
  • Publish technical support bulletins and other documentation in the Knowledge Base to ensure knowledge sharing and consistency.
  • Review technical documentation for various purposes, including training, marketing collateral, manuals, and troubleshooting guides.
  • Communicate complex technical issues effectively to all levels and stakeholders, both internally and externally.
Requirements
  • 4+ years of experience as a Support Engineer in a similar role.
  • Strong experience with Windows and Linux OS-based applications, including installation, troubleshooting, and debugging.
  • MacOS experience is a plus.
  • Experience with Android OS-based applications, including installation, troubleshooting, and debugging.
  • Understanding of malware, exploits, operating system structure, and behavior.
  • Strong experience with the MS environment, including SCCM, GPO, AD, MSSQL, and IIS.
  • Experience with Endpoint security software, including Antivirus, DLP, IPS, and 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 and VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus.
  • BS/MS or equivalent experience required.
  • Experience working with EDR tools and basic networking knowledge is a plus.
What We Offer

As a Technical Support Engineer at Infotree Global Solutions, you will have the opportunity to work with a globally recognized leader in the technology sector, primarily focused on providing innovative cybersecurity solutions. You will be part of a supportive team that values knowledge sharing, collaboration, and continuous learning.

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are a motivated and experienced technical professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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