L2 Support & Maintenance Engineer - Incident & Optimization

DCS Group; Madrid; On-site; EUR 25,000 - 35,000; Full time

Job summary

DCS Group in Madrid is seeking an IT Help Desk Technician to provide level 2 support and incident management across software and hardware. You will collaborate with Level 3 for complex issues, assist with training, and contribute to knowledge management.

You will monitor and govern Level 1-2 partner suppliers, escalate performance concerns to SDM, participate in integration testing, support deployments, and contribute to process improvements, reporting, and onboarding.

Responsibilities

• Provide technical level 2 support and incident management.
• Collaboration and escalation of complex issues to Level 3 when necessary.
• Knowledge management and training.
• Monitoring and governance of Level 1-2 partner suppliers and escalating performance concerns to SDM.
• Participate in integration testing and support deployment of software and hardware.
• Continuous improvement (support processes, document and operational procedures, service optimization, etc.).
• Reporting incidents and problems. Contribute to internal and customer-facing reporting.
• Support in training and onboarding.

Job description

DCS Group in Madrid is seeking an IT Help Desk Technician to provide level 2 support and incident management across software and hardware. You will collaborate with Level 3 for complex issues, assist with training, and contribute to knowledge management.

You will monitor and govern Level 1-2 partner suppliers, escalate performance concerns to SDM, participate in integration testing, support deployments, and contribute to process improvements, reporting, and onboarding.