End User Support Specialist

Humankind Global Recruitment; O Chazo; Presencial; EUR 40.000 - 42.000; Jornada completa

Descripción de la vacante

Humankind Global Recruitment is partnering with a world-class IT services provider in Spain to recruit a level 2 End User Support Specialist to join the Madrid team on site. You will own end-to-end support ticket cases and support both internal users and clients, triaging within SLA and maintaining endpoint, meeting room and workplace technologies.

The role offers a 12-month contract with a salary of €40,000-€42,000 per year.

Formación

• Previous experience in IT support (level 2)
• Strong knowledge of Windows and Mac OS
• MDM experience (ManageEngine Endpoint Central preferred)
• Excellent customer service and ownership of issues

Responsabilidades

• Own support ticket cases end-to-end
• Maintain endpoint, meeting room and workplace technologies across offices
• Triage and resolve requests within defined SLA
• Support on projects to improve processes and automation

Conocimientos

IT support

Windows

Mac OS

MDM

customer service

Descripción del empleo

End User Support Specialist (level 2)

Madrid (fully on site)

12 month contract

€40,000 - €42,000 p/a

The Role

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