IT Technical Specialist

2 semanas atrás

Coimbra, Coimbra, Portugal OM Digital Solutions Tempo inteiro

Join to apply for the IT Technical Specialist role at OM Digital Solutions Corporation

We are seeking a highly skilled IT Technical Specialist to join our team and contribute to the continuous improvement of technologies supporting OM Digital Solutions business divisions.

The candidate will play a crucial role in providing support for day-to-day operations at the onsite IT Support Desk, handling end-user and partner requests. Additionally, this position involves designing and implementing Level 1-3 monitoring and escalation systems, ensuring security and infrastructure health, and enhancing customer experience through effective technical documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Monitor and manage ticket queues daily to meet service-level commitments.
  • Follow through and track escalated and active issues, ensuring timely resolution to meet or exceed customer expectations.
  • Manage assets and surplus inventory, including hardware and peripherals.
  • Demonstrate a deep understanding of Cloud technology and Software as a Service model.
  • Assist in Service Quality Management and cross-process compliance within the operations team and throughout the IT Organization.
  • Follow and monitor policies and procedures, ensuring correct execution by IT Service providers and technical teams.
  • Participate in the end-to-end incident management process and support the coordination of necessary actions until resolution.
  • Assist in the preparation of technical reports related to the service (Service Level Agreement, incidents, among others).
  • Support improvement actions derived from incidents and improvement proposals with technical teams.
  • Assist on the purchase process and distribution of IT equipment.
  • Help maintain an effective service system in the customer service center to ensure efficient operations during working hours.
  • Collaborate with regional operations, including marketing and sales.
  • Provide project-related support for IT improvement initiatives.
  • Work collaboratively in a team environment with IT, Project, and Service Management to gather system implementation requirements.
PREFERRED QUALIFICATIONS:
  • Specific knowledge of Workplace management tools: Active Directory, Windows & Azure administration, Office 365 Suite, Deployment and Update Tools, ITSM tools, etc.
  • Provide support for troubleshooting and resolving CDN-related issues.
  • Collaborate with cross-functional teams to integrate CDN solutions seamlessly into our e-commerce architecture.
  • Proficiency with cloud-based infrastructure, namely Azure, and AWS.
  • Proficiency in M365, Azure, and AWS.
  • 1 or more years of technical support experience, providing Level 1 through 3 support for complex hardware and software issues.
  • Create and maintain systems/services documentation, training programs/materials, and operating manuals.
  • Experience in improving and automating services to reduce manual work and wait times.
  • Excellent English oral and written communication skills (C1), with the ability to communicate technical concepts to both technical and non-technical audiences.
  • Experience working directly with IT and business users.
  • Ability to present solutions to technical and non-technical individuals.
  • Business and customer-oriented mindset focusing on the quality of the service delivered.
  • Strong problem-solving and analytical skills.
  • Good knowledge of SQL, combined with web development programming skills.
  • Hands-on experience with Snowflake, Power BI & Web Analytics tools for creating and maintaining dashboards.
  • Familiarity with the ITIL Framework is a plus.
What we offer:
  • A fast-paced and dynamic organization & the opportunity to bring in own creative ideas.
  • Flexible working hours.
  • 24 days of holiday time each year.
  • Birthday day off.
  • Health care benefits.
  • Bonus participation.
Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Computers and Electronics Manufacturing

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