Technical Support Specialist

hace 2 semanas

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

We are currently looking for a skilled Technical Support Engineer to join our team at Infotree Global Solutions. As a Technical Support Engineer, you will play a crucial role in providing exceptional technical support to our customers and partners.

Key Responsibilities

Provide technical support to customers and partners.
Respond to user-reported issues adhering to established SLAs.
Perform advanced troubleshooting at the application and OS 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.
Identify areas of fault (code, environment, or configuration) and work with the appropriate teams to implement fixes.
Provide timely feedback to the development process regarding customer-reported product problems.
Document actions to communicate information internally and to customers effectively.
Facilitate root cause investigations and manage corrective and preventative measures.

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.
Experience with Cloud infrastructure.
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.

About Us

Infotree Global Solutions is a globally recognized leader in the technology sector, primarily focused on providing innovative cybersecurity solutions. We have a supportive team in place to give quality people a chance to grow and challenge themselves in their roles which has resulted in that we have placed many employees in positions that have grown into lifelong careers. Our client is committed to research and development, advancing their technology stack to meet the evolving needs of businesses worldwide. We are dedicated to your success and well-being, with a team of dedicated recruiters and consultant care representatives.

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