End User Support Specialist

Humankind Global Recruitment; Madrid; Presencial; EUR 28.000 - 36.000; Jornada completa

Descripción de la vacante

Humankind Global Recruitment represents a world-class IT services provider in Spain, seeking a Level 2 End User Support Specialist to join the Madrid team. You will support both internal users and clients, owning tickets from intake to resolution within SLA guidelines.

You’ll manage endpoint, meeting room and workplace tech across offices, ensuring JML activities align with processes. There is also scope to drive process improvements via scripting and automation to boost end-user experience.

Formación

• Previous experience in a similar IT Support role (either level 2 or level 1 with some exposure to more advanced support).
• Strong knowledge of both Windows and Mac OS whilst Linux system experience would be advantageous
• Strong Mobile Device Management (MDM) experience - preferably ManageEngine Endpoint Central although other systems are welcome
• Excellent customer service and communication skills with a track record of taking ownership and delivering a high level of customer support

Responsabilidades

• Provide end-to-end support for tickets within defined SLA boundaries.
• Own support ticket cases end-to-end and triage/resolution; maintain endpoint, meeting room and workplace technologies across offices and locations.
• Support on projects to improve processes and look for opportunities where scripting, automation or workflow improvements can enhance the end-user experience.

Conocimientos

End User Support

Customer Service

Communication

Ticket Ownership

Herramientas

ManageEngine Endpoint Central

Descripción del empleo

We are partnered with a world class IT services provider based in Spain but working with clients on a global scale. Following a recent promotion they are looking to recruit a level 2 End User Support Specialist to join their team in Madrid to provide support both internally and to clients.

The role operates within a defined support model where Service Desk owns front-line support including intake. Triage and resolution within a defined scope. In this role you will own support ticket cases end-to-end as well as maintain endpoint, meeting room and workplace technologies across supported offices and locations. You will ensure all support requests are managed correctly and ensure joiner, mover, leaver (JML) activities are completed in line with processes and to the agreed SLA boundaries.

As well as your regular duties you will also support on projects to improve processes and help to identify opportunities where scripting, automation or workflow improvements can enhance the end-user-experience and improve support consistency.

The successful End User Support Specialist will have:

• Previous experience in a similar IT Support role (either level 2 or level 1 with some exposure to more advanced support)
• Strong knowledge of both Windows and Mac OS whilst Linux system experience would be advantageous
• Strong Mobile Device Management (MDM) experience - preferably ManageEngine Endpoint Central although other systems are welcome
• Excellent customer service and communication skills with a track record of taking ownership and delivering a high level of customer support