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Job Description As part of Global 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 complex cases have clear ownership, complete documentation, appropriate urgency, and timely communication until resolution or formal handover.

Problem management and cross-functional resolution

Identify recurring technical and process failures, lead root-cause analysis, and convert findings into corrective and preventive actions.

Coordinate resolution with Research and Development, Quality, Field Service, Product, Commercial, Information Technology, and other relevant functions.

Translate technical findings into clear guidance for Service Desk teams, management, and customer-facing stakeholders.

Knowledge management and capability building

Own and govern technical knowledge for the assigned scope, including diagnostic guides, known errors, troubleshooting trees, escalation criteria, and standard operating procedures.

Coach, mentor, and technically enable Service Desk associates and support partners through case reviews, targeted training, and practical knowledge transfer.

Assess technical readiness and identify capability gaps before new products, releases, tools, processes,



or support scopes are introduced.

Service Desk operational excellence

Define and promote consistent technical support standards, case quality expectations, escalation paths, and effective ways of working across EMEA.

Use operational data, case trends, quality findings, and customer feedback to prioritize improvements that increase first-contact and remote resolution.

Support audits, quality reviews, compliance activities, and the implementation of approved changes within the Service Desk.

Technical leadership and stakeholder partnership

Act as a trusted technical adviser to Service Desk leadership and operational stakeholders on risks, priorities, supportability, and improvement opportunities.

Represent Service Desk requirements in product, process, tool, and change discussions and ensure operational impacts are understood and addressed.

Provide expert input during critical incidents, service reviews, improvement initiatives, and readiness decisions.

Job Objectives

Increase the speed and quality of resolution for complex and escalated Service Desk cases.

Raise technical capability and independent problem-solving across the Service Desk organization.

Reduce repeat issues through disciplined problem management and sustainable knowledge creation.

Standardize technical support practices and strengthen collaboration across EMEA support functions.

Improve customer experience, operational resilience, compliance, and remote resolution performance.

Achieve technical and operational excellence in day-to-day Service Desk activities

Relevant Qualifications

Technical degree, vocational qualification, or e

📌 GTS EMEA Senior Technical Support Specialist (Madrid)
🏢 BD
📍 Madrid