Service Desk L1 Agent with Spanish

Short company description

Euro-Testing Software Solutions is a privately-owned software company specialized in Full-Service Software Testing, Penetration Testing, Vulnerability Identification & Management, Application and Data Security, Static & Dynamic Code Analysis as well as, DevOps/DevSecOps, Robotic Process Automation, Implementation and Customization for Atlassian and Micro Focus (HPE) products.

Requirements

• Team working skills
• Understanding of solutions and correct management of problem solution
• Capacity of taking care of the technical documentation and following the production, experimentation and deployment phase.
• Socially skilled
• Self-awareness.
• Team worker with collaboration
• Understanding of client's issues
• Flexibility
• Analysis and problem solving

Language requirements:
• Spanish (C1 or above)
• English (B2 or above)

Must have technical / professional qualifications:
Is familiar with and can explain the below concepts. Prior work experience is desirable.
• Knowledge of Active Directory
• Operating Systems Knowledge
• Office Automation Software knowledge
• Servers, files, folders knowledge
• Knowledge of Antivirus and Antimalware tools
• Wireless Devices (Blackberry, Windows Mobile, Symbian, Android)
Has used an IT Service Management tool (BMC Remedy or similar)

Responsibilities

• Takes internal customer calls,
• Logs, troubleshoots and dispatches IT issues to the next level, with the aim of ensuring quick and effective resolution.
• Collects data for internal reporting.
• Ensures service level agreements’ fulfilment;
• Schedule – availability to work in extended shifts, the schedule can be changed based on the business requirements
Typical outputs:
• Resolved incidents, service requests and queries
• Up-to-date information in the relevant systems
• Documented new known errors