Deskside Support Engineer - Spain

Desk Side Support Engineer

Location:  Azuqueca, Spain

Reports To
Onsite Support Manager

Hours
40 hours per week

Summary of Role
The Desk Side Support Engineer is responsible for the day to day break fix IT support to a user community. This includes providing telephone and face-to-face support ensuring that a continually high level of service is provided to the users as set out in Merlin's agreement with the customer. It will also involve liaising with other support groups and being part of the dispatch resource team to attend remote sites.

Key Tasks and Responsibilities
Providing telephone, face-to-face and online break fix support to the appropriate user community across multiple locations
Installing and downloading software and applications
Liaising with other support groups within and outside the customer's organisation as required
Being part of the dispatch resource team to attend remote sites
Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system

Duties and Responsibilities
Identifying the hardware and software needed to provide solutions to problems
Assisting in the customisation and adaptation of existing programs to meet user's requirements
Connecting users to networks and providing initial training in facilities and applications
Carry out any support work as required from the customers support queue as appropriate
Ensure that relevant parties are kept informed as to the status of support work being carried out in a timely manner
Ensuring users' efficient and effective utilisation of applications and equipment
Undertaking various housekeeping and reporting functions for the area of responsibility, including maintenance of shared resources
Use the appropriate tools to provide remote desktop support to users where applicable.
Ensuring that all updates to calls are entered into the relevant ticket logging system in a timely manner
Ensure all IT assets are maintained and kept up-to-date in the tool provided
Undertaking special tasks as delegated by the Onsite Support Manager, such as supporting the Telephone system and switch.
Ensure all contractual commitments are understood
Ensure a close working relationship is maintained at all times with the appropriate Customer representatives
Attend when required customer service review meetings
Provide, as and when required information to customers, Merlin staff and management, both pro-actively and reactively, relating to the service being provided.

Skills/Attributes Required
1+ Years expertise in supporting Microsoft desktop platforms
Excellent support awareness of Desktop, Laptop and Peripheral devices such as desktop and network printers/copiers.
Good understanding of office products, such as Microsoft Office
Good understanding of Network Topologies - Ethernet, TCP/IP
Good understanding of Smart-Device technology - iPad, Android, Blackberry etc.
Reasonable level of understanding ITIL and ITSM environment.
Strong IT Support background
General I T awareness of Back Office solutions (Server, SAN, Data Protection)
Highly customer focussed
Excellent communication skills, with the ability to communicate professionally and confidently at all levels, both externally and internally
The ability to gain respect and confidence from co-workers and appropriate management teams
Flexible, adaptable and able to work to tight deadlines
Self-motivated with good organisational skills

Languages
The tasks and responsibilities described here shall be provided in Spanish and English.

Ref.: ID 2566 - Desk Side Support Engineer - Spain

or e-mail your English CV.