As a Junior Product Support Engineer/Technician you will be handling
the support level 1 and support level 2 (and 24/7 on-call) requests
around the Nexthink solution and its different components. You will be
based in our branch office in Madrid and you will report to the Level 1
& 2 Support Manager.
The standard support service will be delivered during
business hours from the office in Madrid while the on-call service will
be delivered for a week, once per month and from your home.
The candidate must have a previous experience in
technical support and should be willing to work in team, while also
being autonomous, be ready to learn and open to feedbacks coming from
his peers and superiors. She/he should be feeling a high sense of
ownership of the domain she/he is responsible for.
Job Duties:
- Level 1 and Level 2 support for customers and partners all around the world (and 24/7 on-call)
- Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders
- Constant tracking of every request from the beginning until its resolution
- Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic
- Update, maintain and enhance the knowledge base
Profile:
- At least 2 years of technical support experience
- Consolidated experience in troubleshooting Linux server-side applications
- Consolidated experience in virtualisation and system and network administration
- Basic understanding of Linux scripting
- Good knowledge of Windows Operating Systems
- Excellent written and verbal communication skills in English and Spanish (French is a plus)
- Very strong orientation towards customer service
- Curiosity and strong attention to details
