IT Support Engineer, Level 2 - Global Service Desk (Hybrid)

Tamarind Intelligence; Madrid; Híbrido; EUR 30.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Health Insurance

Pluxee Transport Pass

Pluxee Restaurant Pass

Time off for Charity & Volunteering

Tuition Reimbursement

Certification Bonus

Descripción de la vacante

IPC IT Level 2 Service Desk in Madrid is seeking an experienced professional to provide frontline and escalation support for a global finance organization. You will handle incident management, remote troubleshooting, and knowledge documentation while collaborating with global IT teams and vendors.

The role operates on a weekly rotating schedule, with on-site coverage in Madrid and remote support for other regions, requiring flexibility, strong English communication, and a proactive approach to

Formación

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.
• 5+ years of IT experience in service desk or technical support within a multi-national, multi-language enterprise environment.

Responsabilidades

• Serve as the go-to contact for internal users via phone, email, web, etc.
• Resolve Level 2 service requests, incidents, and problems in collaboration with Level 1/2 teams.
• Diagnose issues and coordinate with IT teams or vendors for specialized support.
• Use metrics and data to identify trends and prevent recurring problems.
• Determine and apply the most effective solutions, ensuring timely resolution.
• Walk users through problem-solving steps and promote self-service tools.
• Forward unresolved issues and liaise with vendors for repair, replacement, or upgrades.
• Provide accurate guidance on IT products, software, operating systems, and hardware.
• Maintain comprehensive records of issues, steps taken, and resolutions in ticketing systems.
• Share expertise with IT colleagues and assist in training new team members.
• Record events, maintain inventories, and track resolutions while supporting IT projects.
• Update users on status, ensuring satisfaction and awareness of solutions.
• Identify issues before they escalate and enforce IT security protocols.
• Participate in additional initiatives or duties as required.

Conocimientos

Customer focus

Analytical thinking

English communication

Team collaboration

Educación

Bachelor's degree in Computer Science/IT

Herramientas

Microsoft 365

Intune MDM

Active Directory

PowerShell

Azure

Defender

DLP

SCCM imaging

Descripción del empleo

IPC IT Level 2 Service Desk in Madrid is seeking an experienced professional to provide frontline and escalation support for a global finance organization. You will handle incident management, remote troubleshooting, and knowledge documentation while collaborating with global IT teams and vendors.

The role operates on a weekly rotating schedule, with on-site coverage in Madrid and remote support for other regions, requiring flexibility, strong English communication, and a proactive approach to