Client Services (Hybrid GSD Role)
On-siteTorrejón de Ardoz, Madrid, Spain
Job Summary
Provide Level 1 and Level 2 remote technical support to Smiths employees regarding Windows PCs, laptops, mobile devices, and associated software applications. Identify, log, and resolve technical problems within standard Service Level Agreements while monitoring incidents for timely resolution. Manage personal computing devices, provision hardware per BIS standards, and assist in creating policies, procedures, and training plans for new technologies. Collaborate with vendors, Client Services Supervisors, and global sites to ensure IT infrastructure maintenance and successful project implementation. On a 2/3 shift, receive and log phone calls, emails, and web forms to attempt first-contact resolution. Maintain documentation, report problem trends, and travel to support other Smiths locations as required.
Required Qualifications
- Experience in a customer service oriented, customer support environment and IT service desk environment
- Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support
- Experience with Windows10 Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook)
- Ability to learn effectively and retain information; ability to understand and follow written and oral instructions
- Organize and manage multiple tasks and priorities
- Establish and maintain effective working relationships with those contacted in the course of work
- Strong communication and collaboration skills
- Knowledge of ITIL Service Delivery processes
- Maintain confidentiality of information; communicate effectively with the more difficult customers
- Bilingual language skill, Spanish / English
- Need to be able to travel to other site(s)
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