Technical Support Engineer

We are looking for Technical Support Engineers (TSEs) for our Madrid Command Centre.


Description




Provide initial assessment of urgency and business impact on all support helpline calls and emails
Record internal and external client service requests, incidents, and change requests into system and
communicate ticket ID to client for their follow up
Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of
the incident
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Maintain overall ownership of client's issue & service ensuring that they receive resolution within a
committed SLA
Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future
Record incident resolution in system and communicate to all stakeholders
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Document knowledge in the form of knowledge base tech notes and articles



Qualifications & Experience




Fluency English, Spanish and any other European language (French, German, Italian) is an essential
Fresh Computer Science graduates or at least recent graduates of a Technical discipline
Prior experience working in a helpdesk/IT support role highly preferred
Have theoretical understanding of Databases (MS SQL and MySQL), Client / Server Operating Systems,
Networking, and IP Telephony
Acquainted with ITIL framework
Excellent written and verbal communication skills



Competencies & Key Skills




Flexible approach to work and problem solving
Able to work flexible hours including weekends to provide 24/7 team coverage
Excellent communication and customer service skills. Excellent telephone mannerisms
Ability to explain complex technical issues to non-technical staff
Ability to work proactively with little direct supervision
Be committed to continual professional development
Team player



Others




Annual base salary range (based on experience): 25-35k€
Annual extra remuneration (from second year on): discretionary bonus and company stock
Previous international experiences will be considered
Candidates willing to stay on the medium-long term
Candidates with no more than 5-7 years of experience

Consultar los requerimientos en la descripción de la oferta