It Technical Specialist

3 semanas atrás

Coimbra, Coimbra, Portugal Om Digital Solutions Tempo inteiro

.Join to apply for the IT Technical Specialist role at OM Digital Solutions Corporation.OM Digital Solutions is currently looking for an 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.What you'll do: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 the 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 in purchases 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.What you'll need: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

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