End User Support Specialist

It Services Provider; Valencia; Presencial; EUR 40.000 - 42.000; Jornada completa

Descripción de la vacante

It Services Provider in Madrid is seeking an End User Support Specialist (level 2) to join the on-site team for a 12 month contract. The role covers internal and client support, with front-line ownership of tickets and end-to-end resolution.

You will manage JML activities, maintain endpoints and meeting room technologies, and contribute to process improvements through scripting, automation or workflow enhancements, while ensuring SLA adherence.

Formación

• Experience in IT end-user support, level 2 or higher.
• Strong Windows and macOS knowledge; Linux is a plus.
• MDM experience, preferably ManageEngine Endpoint Central.
• Excellent customer service and ownership in issue resolution.

Responsabilidades

• Own support ticket cases end-to-end within defined SLAs.
• Maintain endpoints, meeting room and workplace technologies across offices.
• Support joiners, movers and leavers (JML) in line with processes.
• Assist on projects to streamline processes via scripting or automation.

Conocimientos

IT support experience

Windows & Mac OS knowledge

MDM experience

Customer service

Descripción del empleo

End User Support Specialist (level 2) Madrid (fully on site) 12 month contract €40,000 - €42,000 p/a

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