Specialist Support Officer

Humankind Global Recruitment; Arbo; Presencial; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

We are recruiting for an End User Support Specialist to join a world class IT services provider in Madrid. The role operates on-site, handling front-line support, ticket ownership, and JML activities across supported offices.

You will also contribute to projects aiming to improve processes through scripting or workflow automation while ensuring high-quality customer service and adherence to SLAs.

Formación

• Experience in a similar IT support role (Level 2 preferred).
• Strong knowledge of Windows and macOS; Linux is a plus.

Responsabilidades

• Own support tickets end-to-end within defined SLA.
• Maintain endpoint, meeting room and workplace technologies across offices.
• Assist on process improvement projects and automation opportunities.

Conocimientos

IT support

Windows

macOS

MDM

Customer service

End-user support

Herramientas

ManageEngine Endpoint Central

Descripción del empleo

Madrid (fully on site)

12 month contract

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 location. 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 xsgfvud 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