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Job Summary: We are seeking a proactive and experienced Level 1.5 Technician to join our technical support team, handling complex issues and ensuring customer satisfaction. Key Highlights: 1. Provides user assistance and manages complex issues. 2. Performs daily system reviews and monitors alerts. 3. Collaborates on the continuous improvement of support procedures. **What is Telefónica Tech?** Telefónica Tech is the leading digital transformation company within the Telefónica Group. We offer a comprehensive portfolio of integrated technological services and solutions in Cybersecurity, Cloud, IoT, Big Data, Artificial Intelligence, and Blockchain, supporting our customers throughout their digital transformation journey. We are a team of over 6,200 bold professionals working daily from various locations worldwide to achieve excellence through leadership grounded in transparency and teamwork. If you identify with our core values, we look forward to meeting you! www.telefonicatech.com**What Do We Do in the Team?** At Telefónica Cybersecurity & Cloud Tech’s Cloud Service Delivery Center unit, we are driven by our customers’ challenges, their transformation, and their success. We are passionate about everything happening in the cloud. We live and breathe a complex technological world, where we design, integrate, and manage solutions to help our customers achieve their goals. Specifically, in this area, our mission is: First-level operations and support for customers who entrust us with their IT systems, focusing primarily on computing infrastructures. **What Will Your Day-to-Day Look Like?** We are looking for a proactive and experienced Level 1.5 Technician to join our technical support team. This position focuses on providing user assistance, managing more complex issues than those handled by a Level 1 Technician, and ensuring customer satisfaction. To achieve this, your daily responsibilities will include: * Performing daily system and application reviews 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 teams or internal customer account managers. * Providing technical support to users via multiple channels (phone, email, ticketing tools) for issues requiring higher technical expertise. * 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. * Delivering effective solutions and documenting steps taken for resolution. * Escalating complex or critical issues to higher support levels when necessary. * Participating in planning and implementing changes in the technical environment, following established change management procedures. * Ensuring all changes are executed 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. **And for this, we believe it would be ideal if you had…** **Experience** * Over 2 years in similar roles. **Education** Required: * Medium-level vocational training in Microcomputer Systems and Networks. Desirable: * Higher-level vocational training in Systems Administration in Networks. **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 NoSQL databases. * Knowledge of virtualization environments: VDC, VDI. * Knowledge of MDM. * Knowledge of CC/UC (CCoD, Genesys). **Skills that would align well with the team for this role:** * Customer orientation. * Self-learning ability and adaptability. * Problem-solving capability. * Proactivity and proposal of improvements. * Intermediate knowledge of hardware, software, and networks. * Excellent communication skills and a strong focus on customer service. * Ability to effectively solve problems and work in a dynamic environment. * Familiarity with incident and ticketing management tools. **LANGUAGES** * Required: Spanish. * Optional: English B1. **What Do We Offer?** * Work-life balance measures and flexible working hours. * Continuous training and certifications. * Hybrid remote work model. * Attractive social benefits package. * Excellent, dynamic, and multidisciplinary work environment. * Volunteering programs. **\#WeAreDiverse \#WePromoteEquality** We firmly believe diverse and inclusive teams are more innovative, transformative, and achieve better results. Therefore, we promote and guarantee inclusion for all individuals, regardless of gender, age, sexual orientation or identity, culture, disability, or any other condition. We want to meet you!
