Specialist Support Officer

Humankind Global Recruitment; Vitoria; Presencial; EUR 30.000 - 42.000; Jornada completa

Descripción de la vacante

Humankind Global Recruitment partners with a Spain-based IT services provider to recruit an End User Support Specialist for Madrid, on-site only. You will own end-to-end support tickets and manage endpoints, meeting room and workplace technologies across offices while ensuring SLA adherence and quality service.

The role offers scope to contribute to process improvements through automation and scripting, and to support projects that enhance user experience.

Formación

• Experience in IT support, level 2 or equivalent.
• Strong Windows and Mac OS knowledge; Linux is a plus.
• MDM experience with Endpoint Central preferred.
• Excellent customer service and communication skills.

Responsabilidades

• Own support tickets end-to-end within defined SLAs.
• Maintain endpoints, meeting room and workplace technologies across offices.
• Handle joiner/mover/leaver (JML) processes.
• Contribute to process improvements through scripting or automation.

Conocimientos

Windows & Mac OS knowledge

MDM experience

Customer service excellence

End-to-end ticketing

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 locations. 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 xqziphu 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