Job OverviewAPM Terminals We are looking for a Support Analyst that helps us to provide enterprise level assistance to our users. You will diagnose and troubleshoot software, hardware and firmware issues and user’s concerns related to our product. In this role, you will use Service Now, email and chat applications to give users quick answers to simple issues. For more complex problems that require detailed instruction, you will contact them via phone and/or provide clear, written instructions and manuals.Daily Tasks- Research and identify solutions to product issues.- Validate, diagnose and troubleshoot issues reported by users.- Ask users targeted questions to quickly understand the root of the problem- Track issues through to resolution, within agreed time limits- Talk users through a series of actions, either via Service Now, phone, email or chat,



until the ticket is closed.- Properly escalated unresolved issues to appropriate internal teams (technical or deployment teams)- Provide prompt and accurate feedback to users- Ensure all issues are properly logged- Prioritize and manage several open issues at one time- Prepare accurate and timely reports- Document technical and functional knowledge in the form of notes, manuals, SOPs and troubleshooting guides- Maintain cordial relationships with users and stakeholders- Gather and evaluate user feedbackExperience- Background in Software and IT projects as Operations Support- Knowledge of support procedures and handling general clients- Port/terminal experience or background (Desirable)Job Skills- Good oral and written communication and collaborations skills.- Fluent in English (B2)- Passionate about IoT technology and software engineering- Analytical thinking and problem solving- Creation and execution of Support Procedures- Solve incidents raised by the application users in different terminals.- Contact with users to understand the incidents they have with the application- Understand the deployed projects in all the ter

📌 Support Analyst (Algeciras)
🏢 Apm Terminals
📍 Algeciras