Employee Technology Support Analyst

302_MstarEurServSL Morningstar Europe Services, S.L. Legal Entity; Madrid; Hybrid; EUR 26,000 - 35,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Morningstar Europe Ltd is hiring an Employee Technology Support Analyst to provide desktop support for ~650 users across 13 EMEA offices, based in Madrid. You will handle Windows/macOS environments, Office 365, and AV/meeting room tech, while maintaining asset records and supporting mobile devices.

The role requires strong customer service, troubleshooting skills, and the ability to work independently within a collaborative team.

Qualifications

• Excellent customer service skills.
• Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.
• Flexibility to meet tight deadlines.
• Microsoft Exchange 2010/O365 administration
• FTP account administration and troubleshooting
• ITIL Foundation v3 Certificate in IT Service Management
• iOS and Android handset support
• RSA SecurID software tokens or equivalent
• SCCM experience
• Experience using JAMF Pro is a plus

Responsibilities

• Incident management - diagnose, resolve and close incidents.
• Identify opportunities to improve or enhance support activities.
• Provide first class customer service to Morningstar's employees.
• Resolve and own technical problems until resolution.
• Escalate to management/senior engineers as required.
• Support desktop environments (Windows and macOS), mobile devices and core applications.
• Imaging and installation of workstations.
• Maintain asset management database.
• Support audio visual services in meeting rooms and Zoom Rooms.
• Collaborate with more experienced technicians to solve complex issues.
• Serve as a technical resource on projects.
• Develop process and support documentation.
• Provide training and guidance to other staff

Skills

Windows 10 Enterprise

MacOS

Active Directory

Microsoft Office 365

Symantec Endpoint Protection

iOS and Android Handset Support

FTP account administration

RSA SecurID

Education

ITIL Foundation v3 Certificate in IT Service Management

Tools

JAMF Pro

SCCM

Microsoft System Centre Configuration Manager

RSA SecurID

Job description

Fueling the technologies that drive our products and support our company’s infrastructure, the Technology team consists of talented engineers, network architects, security specialists, and IT professionals who help make technology one of Morningstar’s core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating delightful user experiences. From Agile methodologies to mobile applications and software as a service delivered from our private cloud, we push technology’s boundaries to build scalable, elegant solutions that help investors reach their financial goals. Morningstar Europe Ltd is seeking a Employee Technology Support Analyst to work within the European Desktop Support team. You will be responsible for carrying out all aspects of desktop support to approximately 650 users in our 13 EMEA offices. This position will be in our Madrid office. Candidates should be trustworthy and able to work independently, managing their time and priorities. Additionally they must be strong team players who are able to work closely with other support team members. As a desktop support analyst, you should possess strong interpersonal and communication skills as well as excellent proven troubleshooting skills. You should also possess a highly proactive \"can-do\" attitude and be able to manage multiple demands and tight deadlines.

Responsibilities

• Incident management - diagnose, resolve and close incidents.
• Work to identify opportunities to improve or enhance support activities.
• Provide first class customer service to Morningstar's employees.
• Resolve and own technical problems until resolution.
• Escalate to management/senior engineers as required.
• Support of desktop environments (Windows and macOS), mobile devices and core applications.
• Imaging and installation of workstations.
• Maintain asset management database.
• Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, web conferencing, projectors, Crestron controllers, Apple TV, Barco Clickshare and Zoom Rooms technology.
• Collaborate with more experienced technicians to solve complex computer and network connectivity problems.
• Serves as a technical resource on projects as required.
• Develop process and support documentation.
• Provide training, guidance and technical assistance where necessary to other technical support staff.

Requirements

• Excellent customer service skills.
• Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.
• Have a flexible attitude to meet tight deadlines.
• Microsoft Exchange 2010/O365 administration
• FTP account administration and troubleshooting
• ITIL Foundation v3 Certificate in IT Service Management
• iOS and Android Handset Support
• RSA SecurID software tokens or equivalent
• Microsoft System Centre Configuration Manager (SCCM)
• Experience using JAMF Pro would be an advantage.
• FTP account administration Base Salary Compensation Range EUR 26,000.00-34,666.66 Bonus Target: 5% Annual We expect the compensation and target bonus for this role to fall within the stated range.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week.

A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

302_MstarEurServSL Morningstar Europe Services, S.L. Legal Entity Morningstar is a global independent investment research and financial data company.

Here, you'll help uncover what's hidden, simplify what's complex, and create insights that empower investor success.

Company overview Morningstar Development Program Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants.