Engineer-Cloud & Infra Engg

Overview

Location - Barcelona, Spain

The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery. The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drives local optimization efforts and technology adoption of end user services related applications and systems.

Responsibilities

Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware.

Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.

Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.

Local asset management.

Support and assist users with JML (Joiner, Mover, Leaver) process.

Support and maintain local conference and meeting room equipment.

To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).

Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.

Manage calls with 3rd party suppliers where necessary through to closure.

Escalate calls where necessary to the support manager, report on status of outstanding calls.

Builds relationships with other international support teams to create a cohesive support team.

Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc.

Consult with local business and senior leadership to evaluate support requirements and execution planning.

Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.

Drive technology adoption of end user services related applications and systems.

Support audits related activities alongside other tech functions and business.

Candidate Profile

Professional Skills

Excellent technical knowledge in all key areas of EUS technologies, e.g.

Windows and Mac OS

Microsoft Office 2016, Office 365 & Teams

iOS and Android devices

Hardware and Peripherals

Mobile devices

Skills About

Call Management Systems, especially Service Now

Teams conferencing and enterprise voice

Audio visual systems (TV / Projector systems) and conference technology

SCCM

Basic Network Skills

ITIL certified

Experience in working in an international environment

Personal Skills

Ability to communicate effectively with members of the support team, customers and 3rd parties

Ambitious and articulate with a desire to progress their career

Excellent customer service skills

Well presented

Ability to stay calm under pressure, organized approach to work

Ability to manage multiple tasks at the same time

Positive and adaptable attitude, collaborative workstyle

English Language Skill

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