Tech_operador De Soporte N1

Telefonica - GRANADA, ES

Job description: Telefónica Tech is looking for a proactive and experienced Tier 1.5 Technician to join our technical support team. This position focuses on providing assistance to users, handling more complex issues than a Tier 1 technician, and ensuring customer satisfaction. Your daily tasks will include: - Daily reviews of systems and applications to identify and proactively resolve issues. - Monitoring alerts and reports to ensure optimal service performance. - Handling phone and email inquiries, requests, or escalations from other support groups or internal customer contact. - 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 addressing support tickets. - Classifying, prioritizing, and assigning tickets according to established procedures. - Diagnosing and resolving support tickets in accordance with defined procedures. - Providing effective solutions and documenting the steps taken for resolution. - Escalating complex or critical issues to higher levels of support when necessary. - Participating in the planning and implementation of changes in the technical environment, following established change procedures. - Ensuring that all changes are made in a controlled and documented manner. - Keeping process documentation, 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. Qualifications: - More than 2 years in similar positions. - Technical knowledge in Windows operating systems, SQL, MDW, SAP, O365, hyper-scale services (AZURE, AWS, GCP, OCI, Kubernetes, DevOps), Linux/Unix operating systems, backup and storage, NoSQL databases, virtualization environments, MDM, and CC/UC (CCoD, Genesys). - Intermediate hardware, software, and network skills. - Excellent communication skills and customer service focus. - Ability to effectively solve problems and work in a dynamic environment. - Familiarity with incident management and ticketing tools. Languages: - Required: Spanish - Optional: English B1