Junior Service Delivery Engineer   
Location: Madrid
Department: IT
Vacancy type: Permanent  

The position

In this role you will service the IT support needs of our end-users and clients in a demanding and result-oriented environment. You will be responsible for providing both onsite and remote support, and your focus will be in the Madrid office.

This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You will be expected to deal with a high volume of tickets to the Service Desk using a variety of problem-solving techniques, while maintaining a high level of customer satisfaction.

You will work as a member of the Enterprise Technology, reporting to the Service Delivery Manager in Madrid. You will provide local support to onsite users and remote support to our user base globally. You will be expected to work using your own initiative but following Standard Operating Procedures and utilizing our internal knowledge base and be able to communicate effectively with other IT teams. Experienced IT practitioners are welcome, but weight will be given to customer focused individual who show the right “can-do” attitude and a voracious appetite for work in an exciting and vibrant team.
 

Your responsibilities

• Provide desktop, network and application support
• Use of Azure AD, Endpoint Manager, Exchange and other tools to create and manage user accounts and set permissions
• Be a single point of contact for all technical issues, questions, and comments that your colleagues need clarifying
• Closely work together with our vendors and suppliers
• Escalate support calls where necessary, following the in-house procedures for escalation
• Participate in local and global projects
• Monitor and order supplies and equipment as needed, coordinate off-site repairs with external vendors
• Create Service Desk Procedures and End User Manuals
• Take part in QBR meetings and working with internal teams
• Travel between remote offices in Europe.

Who we are looking for

• Excellent Customer Service oriented professional
• 1-2 Year experience in Helpdesk role
• Excellent knowledge of English both spoken and written, other languages advantageous
• Experience in support of for example Microsoft OS, Microsoft Office, Microsoft Endpoint manager, Microsoft Teams, Azure AD, Citrix, Microsoft Exchange, Active Directory account management
• Experience in a high-pressure, dynamic and fast moving environment with a multinational team
• Basic knowledge of Network and VPN

It is an advantage if you have

• Experience working within a 1st line support or experience solving IT technical solutions
• Higher degree within IT
• ITIL certification