IT Support Engineer

**IT Support Engineer**
**IT Support Engineer**:
**About Ravago**:
Ravago is a global provider of solutions in the distribution, resale and manufacturing of polymers, chemicals & life ingredients, and building materials. With a worldwide presence and a diverse portfolio spanning industries, Ravago is committed to delivering innovative and sustainable products to our day-to-day surroundings that improve the quality of life. Our dedication to quality, reliability, and customer satisfaction has established us as a trusted partner in the industry. We are a company that stays true to our values : human focus, professionalism, humility and entrepreneurship.

**Purpose of the role**:
To take responsibility for telephone, mail & onsite IT service delivery to end-users and the administrative and organizational follow-up of tickets (incidents, request & changes) & updating CMDB, in order to provide a tangible and fast end user IT service.

Second part of the role is to maintain the IT-infrastructure, resolve structural problems in order to ensure that the continuity and efficiency of the IT-infrastructure meets the needs of the organization and in order to guarantee its optimum availability and adherence to agreed service levels.

**Requirements**:

- Very good knowledge of Microsoft Platform Tools
- Knowledge of other systems/programs are a plus.
- Fluent Spanish and/or Catalan + English
- You are well organized and able to analyse an IT problem in a short timeframe
- User/Client oriented
- You are motivated to help people with IT problems
- Good communicator
- Capable to understand and accept the impact on the business
- Love to work in a team
- Min. Bachelor ICT or similar by experience (3-5 years)
- Availability to travel, from time to time, to a work centre of Grupo Ravago Spain (Manresa or Vic).

**Principal responsibilities/tasks**:

- Offer first line support for incidents in order to restrict and prevent an interruption of the IT services.
- Using Topdesk as the ITSM tool from Ravago.
- Update procedures and configurations in order to offer the necessary tools to the first line to ensure the stability of the environment within the agreed service levels.
- Help ensuring a continuous service order to guarantee the agreed service levels with focus on the end-users.
- Be responsible for technical realizations and take care of the necessary installations and configurations of the hard
- and software in order to implement IT infrastructure in a successful way.
- Inform, train and guide end-users to ensure that systems are used in the best possible manner and as efficiently as possible.
- By creating and updating FAQ documentation
- Stay well informed about the evolutions within the specific field, keep his/her knowledge up to date within the context of new developments in order to strengthen his/her credibility by offering a service that is continuously based on updated knowledge.

**What do we offer?**:

- Subsidy of % of the daily menu (employee cost between 2,55 and 6eur).
- Possibility of taking out flexible remuneration products: health insurance, childcare and/or transport.
- Possibility of receiving language training (English/French) in virtual group mode or virtual coach (+Spanish/Catalan for no natives).
- Access to online learning platform, Grow & Development programs, etc.
- Life and accident insurance.
- Social security benefits complements.
- Working hours: full time of 1754 hours per year distributed in 39 hours and 40 minutes per week.
- Flexible hours: you can start your working day between 7:45 a.m. and 9:15 a.m.
- 22 working days of holidays and the hours of free disposal according to the annual calendar.
- Hybrid working model: teleworking for a maximum of 8 days per month, with a maximum of 2 days per week.
- We have two offices: Barcelona (Poblenou) and El Prat de Llobregat (Mas Blau). The main offices are in Poblenou, but there is the option of going to Mas Blau some days.

We are waiting for you