1st line Support

Job Description As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers. The role will be office /hybrid based with most calls being taken via phone and email, using remote support tools to provide First Contact Fixes and escalating higher level tickets to the UK and Spain-based Support teams. With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work. With onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you'll have plenty of time to settle into your new role. With us, you will have the chance to work with a global team and be part of a multi-functional Service business but you will also have endless opportunities for personal development and career growth. KEY RESPONSIBILITIES: • Prioritising and categorizing inquiries • Respond to customer support requests by following the agreed procedures and/or using available information resources and advising user on appropriate action • Analysis and prioritization of Incidents/Service Requests in alignment with the user/customer SLA • Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user • As part of a global support team, ensuring compliance to the Information Security guidelines and regulations Requirements YOU BRING THESE SKILLS, EXPERIENCE, EDUCATION: • Fluent English and Spanish language skills are mandatory, spoken and written • Good knowledge of PC hardware and software • Windows OS (7 and above), Windows advanced troubleshooting • MS Office and O365 administration and support for businesses • Active Directory knowledge or experience • 1 year of experience working in a similar service desk role is desirable • Enthusiasm for continuous learning and interest in the latest technologies KEY COMPETENCIES: • Ability to communicate clearly and professionally • High customer orientation and emphasis • Methodical and structural working approach • Active listening • Analytical skills and problem-solving skills • Quality orientation and solving problems sustainable • Team player