Information Technology Support Engineer

Infotree Global Solutions; Comunidad de Madrid; Presencial; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

Infotree Global Solutions in Madrid is seeking a Customer/Technical Support Engineer (XDR/KOI) for a long term contract to join the Cortex XDR Support Team. You will resolve Break/Fix issues via phone, email, and web, and work with ETAC and Engineering to accelerate resolutions.

The role requires a BE/B.Tech engineering background, strong technical and customer-facing skills, and English at B2+ level. You will contribute to knowledge base updates and documented procedures.

Formación

• BE/B.Tech engineering or equivalent technical degree.
• 1+ years of relevant experience in an international reporting environment.
• Ability to work in a dynamic, fast-moving, demanding environment.
• Ability to collaborate with high-performing internal and outsourced teams.
• Efficient team player with good communication.
• Knowledge and experience in network/Cybersecurity is a plus.
• English level of B2+.

Responsabilidades

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups completed.
• Work directly with ETAC and Engineering to resolve customer issues.
• Publish Technical Support Bulletins and documentation in the Knowledge Base.
• Use fault isolation and root-cause analysis to diagnose complex issues.
• Understand software release and bug cycles.

Conocimientos

Technical skills

Customer-facing

English proficiency

Educación

Engineering degree

Herramientas

Google Suite

MS Office

Descripción del empleo

Looking for an Customer/Technical Support Engineer (XDR/KOI) for a long term contract position to work on Cortex XDR Support Team based in Madrid. Resolve Break/Fix technical support cases, handling configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.

Your Impact

This position calls for someone who possesses a good <both Technical and customer-facing skills> background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Work directly with ETAC and Engineering to get customer issues resolved
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Have a thorough understanding of software release and bug cycles

Your Experience

• BE/B.Tech engineering, equivalent technical degree or equivalent
• <> years relevant experience in an international reporting environment
• Ability to work in a dynamic, fast moving and demanding environment
• Ability to collaborate with high-performing internal and outsourced teams
• Efficient team player
• Good knowledge and experience with <> system
• Well versed with GoogleSuite and MS Office applications
• Knowledge and experience in network/Cybersecurity industry a plus
• English level of B2+