Service Desk Technician

Full Time | Valencia, Spain (On-site)

If you like this offer, please send your CV mentioning the job title to: [email protected]

Location: Valencia, Spain

Required Technical Skills

Scope of Work:

• End-to-end management of support requests, incidents and event-generated incidents in the ITSM system and follow-up throughout the incident life cycle.
• Analysing and resolving incidents according to established operational procedures.
• Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence.
• Managing support requests until closure.
• Monitoring of the ICT infrastructure through the use of various monitoring technologies.
• Informing customers of outages, known errors and resolution progress.
• Assisting in developing or improving technical service policies or technical documentation.
• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
• Producing technical documentation or user manuals as required.
• Assisting the Change Manager or the CMDB owner with the coordination of changes and update of the CMDB.
• Performing other duties as required.

The resource MUST have the following skills and experience::

A minimum of 2 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills:

• Knowledge of ServiceNow or other ticketing tools.
• Incident, Request Management and escalation.
• Knowledge of one or more Operational Monitoring Tools – SCOM, OEM, NNMi, Argos.
• Alert troubleshooting and ticket escalation.
• Language fluency in English is required (verbal and written).
• Excellent telephone manners, and interpersonal skills.
• Ability to work under pressure.
• Very good knowledge of English (both written and verbal) is required.
• Excellent problem-solving abilities.

The resource SHOULD have the following skills and experience:

• Active Directory On-Prem – User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification.
• Azure AD – User administration; MFA device registration; MS licensed software assignment.
• Virtual Infrastructure – Virtual Machine builds and modification, Snapshots.
• Symantec VIP or the MFA software administration
• Networking: Basic Concepts; DHCP & DNS management
• Avamar or other backup and restore tools
• Microsoft Certificate Authority – Managing certificate creation and renewals.
• Linux and Windows Server troubleshooting and command line
• PowerShell scripting
• Power BI reporting
• Power Tools
• Automation (AI)

Soft skills:

• Customer facing experience and oral communication skills
• Ability to write documentation & reports
• Creativity/ability to find innovative solutions
• Willingness to learn on the job
• Conflict management & cooperation
• Ability to work underpressure

Desirable certifications:

• ITIL V4 Foundation certification
• Diploma or equivalent in a Computer Science related Area

Teleworking Option:

• Yes, based on schedule & rotation

On-call requirements:

• May be required on an exceptional basis