Technical Support

Description

Job Summary: End-to-end management of incoming queues with the objective of performing a solid initial technical diagnosis and contributing to service level improvement. Key Responsibilities: 1. First-line technical support (B2B queues) 2. First-instance resolution of technical incidents 3. Operational management of B2B mobile service tickets Company Information Vera Company Job Description Vacant Position **Technical Support** Location Gurb County Osona Number of Positions 1 Category Technical Incident Specialist Department Operations Working Hours 9:30 AM–2:00 PM and 3:00 PM–6:00 PM Salary 21k–23k Contract Type Permanent Contract Duration Permanent Workplace Description: Gurb General Experience Required: 2–3 years Workplace Experience Required: 1–2 years Job Mission: End-to-end management of incoming queues (corporate support) with the objective of performing a solid initial technical diagnosis, resolving incidents at first instance whenever possible (FCR), and contributing to service level improvement (NDA). During periods of lower call volume, assume operational management of the B2B mobile service ticket queue, ensuring resolution within established SLAs. Main Responsibilities First-Line Technical Support – B2B Queues Handling incoming B2B technical support queues. Receiving incidents from corporate clients across all service types. Performing initial technical diagnosis. Resolving incidents at first instance whenever possible. Appropriate filtering prior to escalating incidents to specialized profiles. Clear, structured, and complete technical documentation for each case. Active contribution to improving departmental operational indicators (NDA and FCR). Operational Management of Ticket Queue – B2B Mobile Services (L2 Operational) In absence or reduced call volume: Managing and clearing the corporate mobile service ticket queue. Resolving routine incidents. Validating line status. Activations and operational management tasks. Tracking tickets to resolution. Compliance with established SLAs. Publication Date 24/02/2026 Requirements Qualification Intermediate Degree in Microcomputer Systems or equivalent Additional Training Valuable Advanced Degree in Network and Operating Systems Administration or equivalent degrees and programs Complementary Knowledge IP networking knowledge. MikroTik knowledge. VoIP telephony knowledge. Mobile terminal repair knowledge. FTTH operation knowledge. Fiber product lifecycle knowledge. Database knowledge. Required Knowledge Requirements Prior technical experience or exposure to technical environments. Basic networking knowledge (LAN, WIFI) Essential Specific Competencies: Required: Learning ability Analytical ability Teamwork Problem-solving Priority management Working under pressure Valuable: Communication Personal Traits: Required: Autonomy and proactivity Agility Responsibility Planning Methodical approach Valuable: Commitment Customer orientation Other Requirements Submit CV