Job Summary: We are seeking an IT support specialist to receive, categorize, and resolve incidents, track cases, and propose improvements in a dynamic environment. Key Highlights: 1. Continuous professional development and growth 2. Dynamic, challenging, and continuously growing work environment 3. Innovative projects centered around the latest technologies ### **Description** At Izertis, we are looking for an IT support specialist for one of our clients. **Main Responsibilities:** * Receiving and categorizing incidents and service requests. * Resolving issues according to established procedures. * Escalating to higher technical levels and tracking progress. * Identifying widespread incidents and creating master incidents. * Tracking cases to ensure proper progression and closure. * Confirming resolution with the user where applicable. * Communicating effectively with stakeholders and technical teams. * Proposing improvements based on support experience. * Participating in training sessions delivered by INECO or its vendors. * Contributing to drafting, maintaining, and updating technical and operational documentation for services (descriptions, manuals, FAQs, procedures, known errors and issues, etc.). * Coordinating with the documentation, procedures, and service integration team to validate and improve support documentation. * Collaborating with the documentation, procedures, and service integration team in incorporating new services into the catalog, ensuring they are properly documented and supported. * Conducting quarterly reviews of technical and operational procedures to ensure their validity. * Verifying service quality and compliance with agreed service levels (SLAs). * Tracking open tickets to guarantee proper handling. * Reviewing key metrics for periodic reporting (productivity, resolution rates, critical incidents, etc.). * Reviewing processes and identifying improvement opportunities. * Proposing corrective actions and continuous improvement initiatives. * Suggesting improvements through automation (e.g., form creation, process roboticization), artificial intelligence application, etc. * Proactively monitoring services from the Service Center (CHECK\_MK or other tools), detecting critical incidents early, and ensuring proper escalation. * Timely communication of critical incidents to internal organizations and teams. **WHAT DO WE OFFER?** * Continuous professional development and growth * Dynamic, challenging, and continuously growing work environment * Competitive remuneration * Work flexibility * Innovative projects centered around the latest technologies Izertis, with 29 years of experience, listed on the BME Continuous Market and ranked among the top 1,000 fastest-growing companies across European countries, offers you the opportunity to advance your professional career alongside over 2,500 employees through its offices across Europe, the Americas, and Africa, and presence in over 50 countries where we deliver services and projects via our extensive portfolio of solutions such as: AI, Data & Intelligence, Digital Experience, DevOps, Cloud, Cyber Security, Smart Software Labs, Quality Assurance, Hyper Automation, IT Sourcing, Business Solutions, Blockchain, Project & IT Governance Consulting, and other enabling technologies for digital transformation. ### **Minimum Requirements** **Minimum Qualification:** * Vocational Training Technician (FP) in one of the following fields: * Technological FP Technician: Web Application Development, Multiplatform Application Development, Network Systems Administration. * Management FP Technician: Administration and Finance, Executive Assistance. **Minimum Experience:** * Minimum one (1) year of experience performing operator or first-level technician duties in a User Support Center within the ICT domain. * Minimum one (1) year of experience providing technical user support and telephone assistance, and using ticketing tools. * Minimum one (1) year of knowledge and experience operating communications, systems, networks, and office applications. * Minimum one (1) year of experience categorizing, prioritizing, and resolving technical incidents and exceptions. * Minimum one (1) year of experience using incident management and CRM tools. * Minimum one (1) year of experience performing service monitoring tasks in User Support Centers or ICT services. * Minimum one (1) year of knowledge and experience operating monitoring tools (CHECK\_MK, Nagios, Dynatrace, or equivalent). * Minimum one (1) year of experience interpreting alerts, correlating events, and escalating critical incidents. * Minimum one (1) year of knowledge and experience operating networks, operating systems, and alarm management. * Minimum one (1) year of knowledge and experience with technology and operations related to electronic data exchange services, electronic signature, and other associated digital administration services such as electronic registers or web development. Location**Madrid** Category**Information Technology and Telecommunications** Subcategory**Helpdesk** Sector**Public Services** Working Hours**Full-time** Work Modality**Hybrid (On-site and Remote)** Professional Level**Employee** Department**Information Technology**