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Job Description
As part of General Customer Services, the GTS EMEA Senior Technical Support Specialist is the ultimate technical and operational expert for Service Desk operations across EMEA. The role provides advanced technical leadership, resolves the most complex support issues, strengthens Service Desk capability, and ensures consistent, compliant, and customer-focused support across products, processes, tools, and support partners.
• Acting as the highest-level technical escalation point for complex Service Desk cases, major incidents, recurring issues, and cross-functional problem resolution.




• Providing expert guidance on Service Desk processes, diagnostic methods, support tools, product knowledge, and effective case ownership.
• Connecting Service Desk teams with Research and Development, Quality, Field Service, Commercial, Training, and other specialist functions to accelerate resolution and eliminate root causes.
• Owning technical knowledge governance, coaching, operational standardization, and continuous improvement to increase remote resolution, service quality, and customer satisfaction.

Primary role responsibilities:

• Advanced technical support and escalation leadership• Serve as the final Service Desk escalation point for highly complex, business-critical, and technically ambiguous issues across the assigned EMEA portfolio.
• Lead structured troubleshooting, technical triage, impact assessment, workaround definition, recovery coordination, and transition to specialist teams when required.
• Ensure comple

📌 GTS EMEA Senior Technical Support Specialist (San Agustín del Guadalix)
🏢 BD
📍 San Agustín del Guadalix