Trigyn has a contractual opportunity for a ICT End-User HW/SW Support. This resource will be working from the client site in Valencia, Spain.
Job Description:
- Act as the customer-facing point of contact for SGITT clients.
- Document as-is procedures and propose improvements.
- Provide first-level technical support to end-users via phone, email, or ticketing system.
- Log, categorize, prioritize, and track incidents and service requests in the service management tool.
- Escalate work orders to the tier 2 engineers.
- Follow up on the clients’ service requests under their purview.
- Report on ticket volumes and related Service Level Agreements’ KPIs.
- Identify automation opportunities.
Required Experience, education, and skills:
- Minimum one year of experience within an ICT customer-facing support role.
- Demonstrated experience in working with Microsoft Office tools and other standard applications.
- High school diploma.
- Fluency in spoken and written English.
Desirable:
- Working knowledge of CRM or any call logging/ticketing software.
- Working experience with an international or culturally diverse organization.
- Knowledge of the use of artificial intelligence tools.
- ITIL Foundation certification.
TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.