End User Support Specialist - Bilbao

Humankind Global Recruitment; País Vasco; Presencial; EUR 40.000 - 42.000; Jornada completa

Descripción de la vacante

Humankind Global Recruitment busca un Especialista de Soporte de Usuario Final (nivel 2) para Madrid, con contrato de 12 meses y 100% onsite. Se responsabilizará de gestionar tickets end-to-end, mantener tecnologías de endpoint y salas de conferencias, y asegurar el cumplimiento de SLA en todas las oficinas.

Se valora experiencia en ITSM, Windows/Mac y MDM; conocimiento de Linux es una ventaja. Se priorizará capacidad de atención al cliente y proactividad en mejoras de procesos.

Formación

• Experiencia previa en IT support, nivel 2 (o 1 con exposición a soporte avanzado).
• Conocimiento sólido de Windows y Mac OS; Linux es una ventaja.
• Experiencia con MDM (preferible ManageEngine Endpoint Central).
• Excelentes habilidades de atención al cliente y comunicación, con capacidad de tomar ownership.

Responsabilidades

• Gestión de tickets de soporte de extremo a extremo.
• Mantenimiento de endpoints, salas de reuniones y tecnologías de oficina en oficinas y ubicaciones soportadas.
• Asegurar que las solicitudes se gestionen correctamente y que las actividades JML cumplan SLA.
• Colaborar en proyectos para mejorar procesos y automatización de flujos de trabajo.

Conocimientos

Windows

Mac OS

Linux

MDM

Customer service

Herramientas

ManageEngine Endpoint Central

Descripción del empleo

Descripción del trabajo

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