L1 Support Operator

WHAT IS TELEFÓNICA TECH?

Telefónica Tech is the leading digital transformation company of the Telefónica Group. We offer a wide range of integrated technological services and solutions in Cybersecurity, Cloud, IoT, Big Data, Artificial Intelligence, and Blockchain, with which we support our clients in their digital transformation.

We are a group of over 6,200 brave people who work every day from different points around the world to achieve excellence, through leadership based on transparency and team spirit. If you identify with our pillars, we can't wait to meet you!

www.telefonicatech.com

WHAT DO WE DO IN THE TEAM?

In the Cloud Service Delivery Center of Telefónica Cybersecurity & Cloud Tech, we are driven by our clients' challenges, their transformation, and their success. Everything happening in the Cloud moves us. We live and breathe a complex technological world, and within it, we create a space where we design, integrate, and manage solutions to help our clients achieve their goals.

Specifically in this area, our mission is: the operation and first-level support for clients who trust us with their computer systems, focusing especially on computing infrastructures.

WHAT WILL YOUR DAY-TO-DAY BE LIKE?

We are looking for a proactive and experienced N1.5 Support Technician to join our technical support team. This position focuses on providing assistance to users, handling more complex issues than an N1 Technician, and ensuring customer satisfaction.

To achieve this, your day-to-day will involve several tasks:

Performing daily reviews of systems and applications to proactively identify and resolve issues.

Monitoring alerts and reports to ensure optimal service performance.

Handling phone and email inquiries, requests, or escalations from other support groups or the internal client manager.

Providing technical support to users through multiple channels (phone, email, ticketing tools) for issues requiring a higher level of technical skill.

Acting as the first point of contact for receiving and handling support tickets.

Classifying, prioritizing, and assigning tickets according to established procedures.

Diagnosing and resolving support tickets according to defined procedures.

Providing effective solutions and documenting the steps taken for resolution.

Escalating complex or critical issues to higher support levels when necessary.

Participating in the planning and implementation of changes in the technical environment, following established change procedures.

Ensuring that all changes are carried out in a controlled and documented manner.

Keeping documentation of processes, procedures, and user guides up to date.

Contributing to the continuous improvement of support procedures.

Collaborating with the team to identify and document effective procedures and solutions.

Identifying, tracking, and resolving issues.

AND FOR THIS, WE BELIEVE IT WOULD BE IDEAL IF YOU HAD...

Experience

More than 2 years of experience in similar roles.

Education

Required:

Vocational training in microcomputer systems and networks.

Desirable

Higher vocational training in Network Computer Systems Administration.

Technical knowledge

Knowledge of Windows operating systems.

Knowledge of SQL, MDW, SAP.

Knowledge of O365.

Knowledge of hyperscaler services (AZURE, AWS, GCP, OCI, Kubernetes, DevOps).

Knowledge of Linux/Unix operating systems.

Knowledge of Backup and Storage.

Knowledge of Databases (NoSQL).

Knowledge of virtualization environments: VDC, VDI.

Knowledge of MDM.

Knowledge of CC/UC (CCoD, Genesys).

To perform this role, the skills that would fit the team are:

Customer orientation

Self-taught ability and adaptability.

Problem-solving ability

Proactivity and proposing improvements.

Intermediate knowledge of hardware, software, and networks.

Excellent communication skills and a customer service focus.

Ability to solve problems effectively and work in a dynamic environment.

Familiarity with incident management and ticketing tools.

LANGUAGES

Required: Spanish

Optional: Intermediate English (B1).

WHAT DO WE OFFER?

• Work-life balance measures and flexible working hours
• Ongoing training and certifications.
• Hybrid remote work model.
• Attractive social benefits package
• Excellent dynamic and multidisciplinary work environment
• Volunteering programs

#WeAreDiverse #WePromoteEquality

We are convinced that diverse and inclusive teams are more innovative, transformative, and achieve better results.

Therefore, we promote and guarantee the inclusion of all people regardless of gender, age, sexual orientation and identity, culture, disability, or any other condition.

We want to meet you! 😊