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We are seeking a highly skilled IT Service Support Specialist to join our team at Mondia Entertainment. As a key member of our IT department, you will be responsible for providing exceptional technical support to our clients and internal users.
Key Responsibilities- Respond promptly and effectively to customers' technical calls across all Mondia services in a non-scripted environment, adhering to Service Level Agreements (SLAs).
- Dispatch Service Desk tickets to various technical teams following established operations processes.
- Manage user accounts for both standard and vertical applications within Mondia.
- Proactively monitor uptime, response time, and error occurrences for various services and applications.
- Collaborate with Office IT Support in different branches of Mondia to maintain the asset management system.
- Build and maintain the Mondia IT Service Desk knowledge base.
- Building and implementing observability measures for application health, performance, and capacity.
- Optionally participate in on-call rotation as an incident manager.
- Participate in special projects and undertake additional assigned duties.
- Provide Office IT support for Madrid Office Employees, including collaboration with vendors.
- Education: College diploma in a technology, computer sciences, or engineering field of study completed 3-4 years ago, Bachelor degree with a field of study in computer science or computer engineering completed 3-4 years ago, or equivalent experience.
- Evidence of continuing education, whether formal/structured or informal, in the field of technical skills development, communications, and leadership. Technical skills development is mandatory.
- Professional qualifications: Minimum 3 years of relevant work experience in the IT service desk field.
- Familiarity with IT service desk policies, with ideally ITIL certification.
- Proficiency in Microsoft o365 administration.
- Experience using ticketing systems like JIRA and Freshservice.
- Familiarity with monitoring tools like New Relic and dashboard solutions.
- Knowledge of PC architecture, applications, and operating systems (Windows and Mac OS).
- Experience in problem management is a plus.
- Understanding of basic mobile development topics (APIs, B2B, B2C/D2C) is a plus.
- Established track record of improving standards and processes while driving efficiencies.
- Strong writing skills for customer/partners communications and processes/tool creation.
- High energy and ability to work effectively under pressure.
- Robust planning and organizational skills for future growth and development.
- Effective communication skills in English (verbal and written) are a must.
- Ability to work with minimal supervision and demonstrate a sense of initiative for overall service desk operation.
