Service Desk Engineer Tier 2

hace 1 semana

Barcelona, España CPM A tiempo completo

Are you interested in becoming part of an international company?

An exciting opportunity has arisen to join our IT team, we are looking for a IT Service Desk N2 to cover the later day hours (from 16:00 - 00:00h).

What are we looking for?

You will successfully provide excellent customer service, resolve IT incidents, and escalate to providers or Infrastructure Teams those incidents that fall outside the scope of the competencies and skills of Tier 2.

**Responsibilities**:

- Perform troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution for each incident, ensuring the solution is permanent rather than a workaround.
- Perform troubleshooting by resolving the incidents before escalating to a third party or third level escalation inside our organization.
- Provide accurate information on IT products or services.
- Log tickets and update them with events, problems, and outcomes information.
- Strictly follow policies and procedures.
- Keep customers updated with status and information.
- Pass on any relevant feedback or suggestions by customers to the line manager.
- Identify and suggest possible improvements on procedures.
- Check and set up workstations with computers and necessary peripheral devices.
- Create training to tier 1 support team about company knowledge and configuration.
- Manage new Service Desk projects, adding new software or changes in the current infrastructure.
- As a senior member of IT Support, you will propose ideas and support the line manager's changes, to maintain a positive culture of respect and continuous improvement.

Technical / Professional Qualifications Preferred
- Previous professional use of Windows environments (Windows 10)
- Good level of English to communicate with our international team, Spanish is a plus.
- IT degree or equivalent
- Demonstrable social media IT contents
- Cisco CCNA certification
- ITIL certification

What do we offer?
- Full-time contract (39 hours/week)
- Fixed schedule: Monday to Friday 16:00h - 00:00h
- Salary: Base 23,000€ gross annum + night hour bonuses
- 24 days holiday per year on a full-time basis
- Being part of a constantly growing company & team with endless opportunities for career development
- A modern, international & friendly working environment - one of the best in the city
- Hybrid position
- Location: Barcelona, Spain

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status.

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