Field Technology & Support Engineer

Overview

JOB PURPOSE :

This role will be part of a European Field Technology team working to provide support to Business Operations in Hertz Spain Locations and HQ, ensuring that SLAs are maintained and continually improved, and that problems with day-to-day delivery of services are minimized. The role is one of the main points of contact for Operations to execute Location Activities (New Locations, Moves, Changes) and is key to IT Infrastructure projects for Field Operations aligned with Business strategy.

The job requires to work with existing and new technologies / developments which fit and add value to the Global Business and Technology strategy.

Business Impact

This role has an impact on our financial performance, RAC operations and customer experience

Job Contributions - What Will You Do

Technical Support

Operational support of the Technology services at Hertz HQ and locations to ensure service levels are maintained

Support of Technology installations for Hertz locations, including opening / closing / moves

Analysis & Problem Solving

Resolves a wide variety of issues that the operations might experience with IT access & equipment or connectivity leveraging on collaboration with Global IT Team

CUSTOMER SERVICE

Provide world class user services, implementing a pleasant and easy user experience through clear communication and effective problem resolution

Demonstrate excellent customer facing skills and be able to manage complex scenarios

Be able to explain issues and resolutions to customers who possess varying levels of technical skills

Provide user training sessions and workshops

Build strong relationships with customers, peers, stakeholders and vendors

Maintain a service management attitude, promoting best practice throughout the IT team

Team Work

Work in a fast-paced environment, efficiently and effectively to meet the quality, service, and performance goals for the location. Supporting colleagues across all roles within operations to create a smooth customer experience.

Budget & Vendor Management

Manage & Track Planned Field Activities and IT Operational Costs within Budget

Manage IT vendor relationships & costs in-country

Ensure IT compliance with policies and standards and manage all processes and procedures, including control of personal data under GDPR are carried out within regulatory and Hertz guidelines.

Continuous Improvement

Encourages and maintains a ‘Best practice sharing culture’, always striving to find ways to improve service and change mind set

Promote existing and emerging technologies to provide input on guidelines and roadmaps for future IT infrastructure developments.

Review incident trends and highlight improvement opportunities

Experience and Qualifications

Fluency in Spanish & English.

Minimum 3 years’ experience as a Field support analyst working in an International enterprise IT infrastructure support and service delivery environment

Proven ability to resolve IT issues in a large-scale organization with global IT resolver groups

Strong communication skills both written and oral

Experience working with Telecoms, Network & Hardware deployments using VDI Desktop with Microsoft Windows 7 & 10 operating systems

Knowledge / experience of third-party suppliers, vendor management and Airport Authority.

Experience of implementation and support of IT services in multiple locations, on-site & remotely.

Working with desktop security products and knowledge of Bit-Locker & Zscaler security systems

Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management system

Good working knowledge of TCP / IP networking protocols, SDWAN & Meraki Technology, IP Telephony

Scale & Scope

Job Family : Technology

Reports to : Manager – Regional Manager, Corp & Field Tech Services

Direct Reports : 0 Hertz is a Drug-Free Workplace.

All employment is contingent on successful completion of drug and background screening

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