IT Support Engineer, barcelona

The IT Support Engineer is primarily responsible for acting as a go-to point of contact for all IT related queries, service requests, and incidents. This will involve managing requests, helping users resolve day-to-day issues, onboarding new employees, supporting various IT projects and initiatives, and otherwise directly contributing to the success of the Global Service Desk team.

Requirements

1. Log, prioritize, and/or respond to requests for service and incidents of service disruption in accordance with agreed service levels (SLAs).
2. Provide level 1/2nd line technical support in a friendly and empathetic manner, escalating to more senior colleagues and/or leads/managers when deemed appropriate.
3. Follow globally defined policies, processes, and procedures.
4. Routinely review knowledge base articles and identify gaps in documentation.
5. Facilitate IT inductions for users joining the business to ensure that they can hit the ground running from an IT perspective and have the information they need to succeed and thrive.
6. Identify reoccurring problems and present potential solutions.
7. Be a trusted source for IT information and wayfinding.
8. Ensure that information is accurate and up-to-date in systems of record.
9. Build and maintain strong working relationships with other teams.
10. Other duties assigned by management.

Qualifications

1. Experience in a fast-paced service desk or technical support role.
2. Experience providing remote technical support.
3. Experience with video conferencing tools such as Zoom.
4. Experience using ITSM, issue tracking, and/or asset management tools.
5. Working knowledge of computing/networking terminology.
6. Experience supporting Google Workspace (G Suite).
7. Experience supporting Mac/macOS.
8. Experience supporting Office 365 and Windows.
9. ACMT, ACiT, or ACSP certifications.
10. Understanding of ITIL guiding principles and practices.

Benefits

1. Health insurance: Cigna - Medical Insurance for all our employees. For employees with a current Individual Medical Insurance, PM will expense the total of 50€ until it will expire. In case the employee doesn't want to join our Cigna - Medical Insurance, PM won’t pay for his/her individual medical plan.
2. Gym Allowance: GYMPASS - Gympass for all our employees. In case the current employee’s gym doesn't want to join Gympass or there is any activity offered by Gympass in the employee’s location then the individual will be able to expense the monthly cost of his/her gym. Up to 50€ per month maximum.
3. Annual Holidays: 25 labour days per year + Christmas closure + BCN Bank Holidays.
4. Flexible timetable: Flexibility of 1 hour at the start and end of the working day.
5. Birthday Package: 50€ Amazon voucher + Day off in the month of the employee's birthday.
6. Monthly Food Allowance: 40€ via Uber Eats.
7. WFH allowance: 250€ (one-off).
8. Basket of Fruit: 25€ each month of fruit and veggies sent to your house.
9. Food & Beverage allowance: F&B provided at designated PM Games/Social Nights.
10. Referral Scheme: 5000€ per referral hired (to be paid after successful completion of probation period). Referrals ‘game’ allowing employees with the most referrals per month to have the chance of winning a 50€ Amazon voucher on a monthly basis.
11. Other Benefits: Online Yoga training, Beverage & Snacks in the office (when applicable), 50€ each month for teleworking.