IT TECHNICAL SUPPORT AGENT L1/L2 (M/W) - 20241202

MAIN PURPOSEWe are looking for a talented IT Technical Support L1/L2 Agent to work for one of our clients, a major international sport organization. You will reinforce the Digital Legal team in charge of the conception, implementation, and support of the Digital Legal systems in our client (including four Web portals, a case management Back-Office and their integrations).You will participate in all the support stages of those systems, following Agile methodologies and good practices in documentation, ticket management, and security. A good attitude towards learning different technologies is a required as the position will comprehend both business and technical checks.KEY RESPONSIBILITIES Analyzing and resolving incoming support incidents (failure and service request) as well as applying minor changesManaging the call / ticket queue ensuring calls / tickets are closed in a timely fashionProvide updates and ensure ongoing customer communicationResolution of calls / tickets ranging from simple password resets to more complex business and technical queriesMaintain and enrich the support knowledge base and the known-error databaseProduce and update user manuals for the end-users of the Digital Legal systemsFollow preset how-to articles in order to troubleshoot customer errors in the IT systemsPerform customer (internal and external) on-boardingInform stakeholders about planned operations and major incidentsIdentify and propose changes to automate and improve processes consistentlyWork closely with the Service Owner and the Lead Business Analyst as well as other internal business stakeholders in the client REQUIREMENTSProven experience in a similar post (2+ years)Be extremely customer orientedExcellent oral and written skills in English and French. Spanish is a plus.Work experience in an international environment requiredOrganizational skills, ability to take initiativeAutonomy, flexibility, openness to change and sense of responsibilityCollaborative spirit, good interpersonal skillsFamiliarity producing user-oriented documentation (FAQ, manuals) in different languagesAt ease with system monitoring and observability (creating dashboards, defining alerts)Understanding system integration concepts (sync and async APIs)Ability to deal with stress and unexpected eventsWilling to travel occasionallyLive and hold a valid work permit in the Spanish territory already Other desired skills:Hold an ITSM related certification (e.g. ITIL Foundation)Advanced user in Microsoft Office Suite: Excel, Word, OneDrive, OutlookFamiliarity with the Atlassian suite (Jira / Confluence) as user and administratorSystem monitoring and alerting: SplunkWE OFFERMonthly communication allowance5 weeks of vacation / yearPrivate health insurance paid by the companyWork in an international environment with highly qualified professionalsAccess to modern and diverse technologies combined with trendy methodologies.Continuous training and professional development.As an IT professional, we understand if you don't master all the previously mentioned technologies and skills; we'll take care of training and offer you the necessary time and courses to do it.LOCATIONFully remote work but based in Spain, ideally in the Principality of Asturias or the Community of Madrid.INTERESTED?Please send your resume and motivation letter to jobs[at]digiswit.com or apply to this offer.