Position: Technical Support Advisor

Location: Barcelona, Spain (on-site)

Work model: on-site

Employment type: Full-time.

DUTIES AND RESPONSIBILITIES:

• Provide 1st level IT support to the client employees via phone, mail and chat or via self-service portal
• Provide support to client’s employees in the operation of user systems and peripheral devices
• Perform root cause analysis and troubleshooting via phone and/or remote access and monitor IT requests and issues in the client’s ITSM system including their categorization and prioritization of IT issues and requests
• Be accessible and provide a first resolution rate by using internal knowledge databases
• Cooperate with client’s 2nd level service organizations and external service providers.

REQUIREMENTS:

• Have a proficient or bilingual level of German and advanced English
• Experience in 1st or 2nd level IT support, ideally in a large company environment
• Have good IT knowledge, especially of Windows 10, Office 365 and MS Teams and in troubleshooting hardware and software
• Have an analytical approach to complex issues
• Have experience in ITSM ticket systems (ideally in ServiceNow)
• Knowledge of processes according to ITIL V4 good to have
• Have high customer and service orientation and high sense of responsibility
• Have a reliable and systematic way of working
• Are willing to learn and develop technical and soft skills
• Have high motivation and willingness to work in a global team.

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Full paid training on the company and the project you'll be working on
• Career development programs, specialized courses, and language classes
• Dynamic and creative team with a positive and friendly atmosphere
• Guidance and tools to reach your full potential
• Work schedule: Monday to Friday from 11 AM - 07 PM (39 hours a week)
  
• Office in the centre of Barcelona
• Indefinite contract