ICT End-User HW/SW Support

Trigyn Technologies Limited.; Valencia; Presencial; EUR 18.000 - 28.000; Jornada completa

Descripción de la vacante

TRIGYN TECHNOLOGIES seeks an ICT End-User HW/SW Support specialist to work onsite at a client site in Valencia, Spain. You will be the primary contact for SGITT clients, handling user inquiries and first-level technical support.

You will document procedures, propose improvements, log and track incidents, escalate to Tier 2 when needed, and report on KPI metrics. Familiarity with CRM or ticketing tools and ITIL concepts is desirable.

Formación

• Minimum one year of experience in ICT customer-facing support.
• Proficient in Microsoft Office and standard applications.
• Fluent in spoken and written English.
• High school diploma or equivalent required.

Responsabilidades

• Act as the customer-facing point of contact for SGITT clients.
• Document as-is procedures and propose improvements.
• Provide first-level technical support to end-users via phone, email, or ticketing system.
• Log, categorize, prioritize, and track incidents in the service management tool.
• Escalate work orders to tier 2 engineers.
• Follow up on clients' service requests under their purview.
• Report on ticket volumes and related SLA KPI's.
• Identify automation opportunities.

Conocimientos

Fluent English

AI tools familiarity

Educación

High school diploma

ITIL Foundation certification

Herramientas

Microsoft Office

CRM or ticketing software

Descripción del empleo

Trigyn has a contractual opportunity for a ICT End-User HW/SW Support. This resource will be working from the client site in Valencia, Spain.

Job Description:

• Act as the customer-facing point of contact for SGITT clients.
• Document as-is procedures and propose improvements.
• Provide first-level technical support to end-users via phone, email, or ticketing system.
• Log, categorize, prioritize, and track incidents and service requests in the service management tool.
• Escalate work orders to the tier 2 engineers.
• Follow up on the clients’ service requests under their purview.
• Report on ticket volumes and related Service Level Agreements’ KPIs.
• Identify automation opportunities.

Required Experience, education, and skills:

• Minimum one year of experience within an ICT customer-facing support role.
• Demonstrated experience in working with Microsoft Office tools and other standard applications.
• High school diploma.
• Fluency in spoken and written English.

Desirable:

• Working knowledge of CRM or any call logging/ticketing software.
• Working experience with an international or culturally diverse organization.
• Knowledge of the use of artificial intelligence tools.
• ITIL Foundation certification.

TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.