Field Technology & Support Engineer

Hertz; Galapagar; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading company in the technology sector is seeking a Field Support Analyst to enhance its operational efficiency. This role focuses on providing technical support and managing relationships in a fast-paced environment. As a key member of the European Field Technology team, the Analyst will work on IT infrastructure projects and resolve issues while ensuring compliance with policies. Excellent communication skills and technical expertise are required.

Formación

• Minimum 3 years’ experience as a Field Support Analyst.
• Experience in Telecoms, Network & Hardware deployments.
• Proven ability to resolve IT issues in large-scale organizations.

Responsabilidades

• Provide technical and operational support for IT services.
• Resolve IT access, equipment, or connectivity issues.
• Conduct user training sessions and deliver quality customer service.

Conocimientos

Fluency in Spanish

Fluency in English

Strong communication skills

Problem-solving

Collaboration

Herramientas

ServiceNow

Microsoft Windows 7

Microsoft Windows 10

ITIL

BitLocker

Zscaler

SDWAN

Meraki

IP Telephony

Descripción del empleo

JOB PURPOSE : This role will be part of a European Field Technology team working to support Business Operations in Hertz Spain Locations and HQ. The focus is on maintaining and improving SLAs, minimizing issues in daily service delivery, and serving as a main contact for Operations regarding Location Activities (New Locations, Moves, Changes). The role is also pivotal in IT Infrastructure projects aligned with Business strategy, working with existing and new technologies that add value to the Global Business and Technology strategy.

BUSINESS IMPACT : This role influences financial performance, RAC operations, and customer experience.

JOB CONTRIBUTIONS - WHAT WILL YOU DO

1. TECHNICAL SUPPORT
2. Operational support for Technology services at Hertz HQ and locations to ensure service levels are maintained.
3. Support of Technology installations for Hertz locations, including opening, closing, and moves.

ANALYSIS & PROBLEM SOLVING

• Resolve a variety of issues related to IT access, equipment, or connectivity, collaborating with the Global IT Team.

CUSTOMER SERVICE

• Provide excellent user services, ensuring a pleasant experience through clear communication and effective problem resolution.
• Manage complex scenarios and explain issues and resolutions to users with varying technical skills.
• Conduct user training sessions and workshops.
• Build strong relationships with customers, colleagues, stakeholders, and vendors.
• Maintain a service-oriented attitude, promoting best practices within the IT team.

TEAM WORK

• Work efficiently in a fast-paced environment to meet quality, service, and performance goals.
• Support colleagues across operations to ensure a smooth customer experience.

BUDGET & VENDOR MANAGEMENT

• Manage and track planned field activities and IT operational costs within budget.
• Manage IT vendor relationships and costs in-country.
• Ensure IT compliance with policies, standards, and GDPR regulations.

CONTINUOUS IMPROVEMENT

• Promote a culture of best practice sharing and continuous improvement.
• Suggest and review emerging technologies for future IT infrastructure development.
• Analyze incident trends and identify improvement opportunities.

EXPERIENCE AND QUALIFICATIONS

• Fluency in Spanish & English.
• Minimum 3 years’ experience as a Field Support Analyst in an international enterprise IT environment.
• Proven ability to resolve IT issues in large-scale organizations with global resolver groups.
• Strong communication skills, both written and oral.
• Experience with Telecoms, Network & Hardware deployments, VDI Desktop, Microsoft Windows 7 & 10.
• Knowledge of third-party suppliers, vendor management, and Airport Authority interactions.
• Experience in supporting IT services across multiple locations, on-site and remotely.
• Familiarity with desktop security products, BitLocker, Zscaler, ITIL, ServiceNow, TCP/IP, SDWAN, Meraki, and IP Telephony.

SCALE & SCOPE : Job Family: Technology
Reports to: Manager – Regional Manager, Corp & Field Tech Services
Direct Reports: 0

Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.