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IT Technical Specialist
* Full Time
* Hybrid
* Coimbra
* With Professional Experience
* 11/20/24
IT Technical Specialist
We are seeking a highly skilled IT Technical Specialist to join our team and contribute to the continuous improvement of technologies supporting OM Digital Solutions business divisions.
The candidate will play a crucial role in providing support for day-to-day operations at the onsite IT Support Desk, handling end-user and partner requests. Additionally, this position involves designing and implementing Level 1-3 monitoring and escalation systems, ensuring security and infrastructure health, and enhancing customer experience through effective technical documentation.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Monitor and manage ticket queues daily to meet service-level commitments.
* Follow through and track escalated and active issues, ensuring timely resolution to meet or exceed customer expectations.
* Manage assets and surplus inventory, including hardware and peripherals.
* Demonstrate a deep understanding of Cloud technology and Software as a Service model.
* Assist in Service Quality Management and cross-process compliance within the operations team and throughout the IT Organization.
* Follow and monitor policies and procedures, ensuring correct execution by IT Service providers and technical teams.
* Participate in the end-to-end incident management process and support the coordination of necessary actions until resolution.
* Assist in the preparation of technical reports related to the service (Service Level Agreement, incidents, among others).
* Support improvement actions derived from incidents and improvement proposals with technical teams.
* Assist on the purchase process and distribution of IT equipment.
* Help maintain an effective service system in the customer service center to ensure efficient operations during working hours.
* Collaborate with regional operations, including marketing and sales.
* Provide project-related support for IT improvement initiatives.
* Work collaboratively in a team environment with IT, Project, and Service Management to gather system implementation requirements.
PREFERRED QUALIFICATIONS:
* Specific knowledge of Workplace management tools: Active Directory, Windows & Azure administration, Office 365 Suite, Deployment and Update Tools, ITSM tools, etc.
* Provide support for troubleshooting and resolving CDN-related issues
* Collaborate with cross-functional teams to integrate CDN solutions seamlessly into our e-commerce architecture.
* Proficiency with cloud-based infrastructure, namely Azure, and AWS.
* Proficiency in M365, Azure, and AWS.
* 3 or more years of technical support experience, providing Level 1 through 3 support for complex hardware and software issues.
* Create and maintain systems/services documentation, training programs/materials, and operating manuals.
* Experience in improving and automating services to reduce manual work and wait times.
* Excellent English oral and written communication skills (C1), with the ability to communicate technical concepts to both technical and non-technical audiences.
* Experience working directly with IT and business users.
* Ability to present solutions to technical and non-technical individuals.
* Business and customer-oriented mindset focusing on the quality of the service delivered.
* Strong problem-solving and analytical skills.
* Good knowledge of SQL, combined with web development programming skills.
* Hands-on experience with Snowflake, Power BI & Web Analytics tools for creating and maintaining dashboards.
* Familiarity with the ITIL Framework is a plus.
What we offer:
* A fast paced and dynamic organization & the opportunity to bring in own creative ideas
* Flexible working hours
* 24 days of holiday time each year
* Birthday day off
* Health care benefits
* Bonus participation
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