Level 2 Support - Barcelona, España - TD SYNNEX

TD SYNNEX

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Job Description:

Job Purpose:

Responsible for 2nd level partner and end customer managed and support services within the EMEA region.

This position works closely with the Line 1 Service Desk, as well as other delivery teams for incident resolution and service request implementation.

It is responsible for maintaining our contractual service level agreements with partners and end-users.

Further key responsibilities include management and maintenance of the Network Operating Centre (NOC) as well as partner and customer technical onboarding.

Responsibilities:

Determine, recommend, and test which products or software best suit our customers' needs.
Provides coaching guidance to 1st Level Service Desk agents, ensuring delivery of high quality and proactive support.
Escalate incidents to next level and vendor support when the solution is unknown or cannot be solved within defined time frames.
Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following TD SYNNEX IT standard processes in coordination with responsible IT management.
Manage and maintain the Network Operating Centre (NOC) ensuring security and availability is maintained, customer environments are accurately monitored and Service Desk tools remain functional.
Education of 1st level technicians and endusers based on TD SYNNEX processes to make optimal use of TD SYNNEX business systems.
Active contribution to the Risk Register and Continual Improvement Plan, ownership of specific entries and resolution/implementation.
Ensure standards of infrastructure hardware and software
Contribute ideas to improve managed and support processes/services.
Support implementation of new and/or improved IT processes following TD SYNNEX standards.
Support technical onboarding of managed and support customers.
Improvement of personal skills within the area of responsibility.
Work collaboratively with others to achieve group goals, energize people to work together to accomplish business results
Lead others in a manner that builds their confidence and capabilities, challenging and supporting employees to learn and grow from their experiences

Knowledge Skills and Experience

German Speaking
Must be fluent as a first or second language. (C2)
English as a first or second language to a high standard.
One or more of the following industry certifications; CompTIA Security+, SSCP, PCNSA/E, CCNA/P, JNCIA-SEC, JNCIS-SEC, JNCIA-Junos, JNCIS-ENT, CCSA, CCSE or equivalent vendor/industry certification.
Associates degree of computer science or Bachelors degree. Equivalent combinations of education, experience, and certification will be considered.
Minimum 3 years experience of working in a preferably global IT organization underlined by respective training certificates.
Experienced in implementing, documenting and operationally maintaining IT infrastructures.
Experienced in interacting with partners, end customers, external suppliers & service providers. Analytical Skills; strong and flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem solving skills with the ability to follow written and verbal instructions.

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What's In It For You?
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Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
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Grow Your Career:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
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Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
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Diversity, Equity & Inclusion:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
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Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
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Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion.

If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply.

You may be exactly the person we're looking for