Level 2 Support Technician (Automation)

Description

Job Summary: Izertis is seeking a professional to manage incidents, maintain technical documentation, oversee service delivery, perform automation, and conduct monitoring within the public sector. Key Highlights: 1. End-to-end management of incidents and service requests 2. Active participation in continuous improvement and AI-driven automation 3. Development and maintenance of technical and operational documentation ### **Description** At Izertis, we are expanding our team by incorporating a professional for one of our most prominent clients in the public sector. **What will your responsibilities be?** **Incident and Request Management:** * Receiving, categorizing, and resolving incidents and service requests. * Escalating to higher technical levels and tracking until closure. * Identifying mass incidents and creating master incidents. * Communicating with users, stakeholders, and technical teams. **Documentation and Standardization:** * Writing, maintaining, and updating technical and operational documentation. * Coordinating with documentation and procedures departments. * Conducting quarterly reviews of procedures to ensure validity. * Participating in the incorporation of new services into the service catalog. **Service Control and Metrics:** Verifying service quality and SLA compliance. Tracking open tickets and ensuring proper handling. Reviewing key metrics and preparing periodic reports. Identifying improvement opportunities and proposing corrective actions. **Automation, AI, and Continuous Improvement:** * Proposing automation solutions using RPA, scripting, or forms. * Applying AI: chatbots, automatic classification, predictive analytics. * Participating in training sessions delivered by the client or vendors. **Monitoring:** * Proactive service monitoring (CHECK\_MK or other tools). * Early detection of critical incidents and appropriate escalation. * Coordinating with systems and development teams for joint monitoring. ### **Minimum Requirements** **What are we looking for in you?** * Education: Minimum qualification: Vocational Training Technician (DAW, DAM, ASIR) or equivalent or higher. * ITIL certification. * Minimum experience (2 years in each specified area): * Document specialist in the ICT domain. * Process automation, big data, or natural language systems. * Monitoring, analysis, or control of ICT services in CAU. * Extracting and analyzing metrics, reports, and dashboards. * RPA, scripting, or AI tools applied to support. * Documentation, standardization, and technical knowledge transfer. * Designing chatbots, automatic classification, or predictive analytics. * Diagnosing issues, analyzing logs, and producing technical documentation. * Scripting (PowerShell, Bash, Python) — minimum 1 year. **Technical Knowledge (minimum 2 years in at least two areas):** * Communications and Systems: * Communications, servers, and data centers. * Identifying and escalating incidents in these environments. **Quality and Methodologies:** * ITIL, ISO 20000\. * Continuous improvement processes and change management. **Digital Administration and Technological Environments:** * Electronic services, electronic signature, and digital administration. * Databases: Oracle, MySQL, PostgreSQL. * Operating Systems: Windows and Linux (intermediate/advanced level). * Networking: TCP/IP, routing, load balancing. * J2EE environments (Tomcat, JBoss) and .NET. * Web services: SOAP, XML. **Where would we like you to be located for this position?** This role will be performed at the client’s offices near Metro Cuzco, initially on a FULLY ON-SITE basis for the first few months, then transitioning to a HYBRID model with 2 remote working days per week. **What can we offer you?** * Permanent contract * Salary negotiated according to your experience and expectations. * Working hours: Monday to Friday, 8:30 a.m. to 6:30 p.m. * Flexible compensation package including health insurance, meal vouchers, childcare vouchers, or transportation allowances. * Free English classes to improve or reinforce your current level. * Access to an extensive benefits portal offering products and services across multiple sectors (flights, hotels, fashion, technology, home goods, etc.) at preferential rates as an Izertis employee. * 22 working days of vacation, your birthday off, and December 24th and 31st. **About Izertis:** At Izertis, we drive digital transformation for companies, organizations, and individuals through tailored, innovative, and impactful technological solutions. Founded in 1996, we are approaching our 30th anniversary and are listed on the BME Continuous Market; Izertis is recognized as one of Europe’s 1000 fastest-growing companies. We currently have over 2\.300 professionals distributed across offices in Europe, the Americas, and Africa, operating in more than 50 countries where we deliver services and projects via a broad portfolio of solutions such as: Software Engineering; Consultancy \& Governance; Cloud \& Infrastructure; Cybersecurity; AI \& Data \& Emerging Technologies; CX \& Business Solutions; and other enabling technologies for transformation processes. Would you like to join our team? If so, don’t hesitate to apply so our Talent team can get to know you! Also, remember to check other interesting opportunities in the job openings section of our website: https://www.izertis.com/es/talento Location**Madrid** Category**Information Technology and Telecommunications** Subcategory**Helpdesk** Sector**Engineering** Working Hours**Full-time** Work Modality**On-site** Professional Level**Employee** Department**Engineering**