Seleccionamos 3 Técnicos de Soporte IT

En Altamira TI seleccionamos 3 Técnicos de Soporte IT, para un interesante proyecto internacional desarrollado en Barcelona. Se exige para el puesto Bilingüe Alemán y Alto nivel de Inglés (por los requerimientos en el modelo de relación, el resto de niveles inferiores serán excluidos). La definición de las funciones y los requisitos del puesto, son los siguientes:

Troubleshooting and resolution of BI IT Infrastructure related incidents / problems escalated by Global Service Desk (1st Level) or other Support Teams (2nd / 3rd Level)

  • Documentation of all performed steps in ticket tool according to ITIL definition.
  • Creation and tracking of problem tickets.
  • Communication with end-user and/or System Responsible.
  • Monitor “ticket queue” constantly to identify possible incidents to initiate timely corrective measures.

Subject Matter Expert (SME)

  • SME for dedicated topic within IT Infrastructure (e.g. Software Distribution, Mobile Devices, Printer, Unified Communication Services, Collaboration tools).
  • Review and analyze tickets to improve the Support Process.
  • Creation / Review of corresponding Knowledge Base Entries for Global Service Desk and FAQ for End-Users.
  • Working together with System Responsible to create training material for Global Service Desk.
  • Perform training session for Global Service Desk or colleagues in the team.

Managed Manual Software Installation (Non-Standard- Software)

  • Test new Software packages which are released for Managed Manual Installation.
  • Install ordered Software packages according to defined Software Installation plan.

On-Duty task

Triaging Shift: Triaging is the classification and the correct routing of incoming incidents where no knowledge in Global Service Desk or other Support Teams is available.


Required Experience

  • IT oriented education and trainings or several years of professional experience in IT End-User-Support.
  • ITIL Foundation skill

Technical Skill

  • IT Standard Application e.g. Lync, Outlook, Exchange, SharePoint / Share room, Microsoft Office Suite, Adobe products, Browser, Java, Flash player.
  • Operation Systems: Windows 7/10, Android, iOS, Microsoft Software Distribution Tool, Printer Management.
  • Remote Access Tools, Citrix, Application Virtualization.

Deutsch: Native

English: Fluent

Excellent communication and interpersonal skills with team-oriented attitude

Strong analytical, problem solving, quick comprehension and organizational skills, highly methodical working habits and attention to detail.

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