Summary: End-to-end management of incoming queues with solid technical diagnosis and first-contact resolution to enhance service level. Highlights: 1. First-line technical support and B2B incident resolution. 2. Operational management of the B2B mobile services ticket queue. 3. Active contribution to improving the department’s operational metrics. Company Information Vera Company Job Description Vacant Position **Technical Support** Location Gurb County Osona Number of Positions 1 Category Technical IT Incident Specialist Department Operations Working Hours 9:30 a.m.–2:00 p.m. and 3:00–6:00 p.m. Salary 21k–23k Contract Type Permanent Contract Duration Permanent Workplace Description: Gurb General Required Experience: 2–3 years Required On-site Experience: 1–2 years Job Mission: End-to-end management of incoming queues (corporate support) aimed at delivering robust initial technical diagnosis, resolving issues at first contact whenever possible (FCR), and contributing to improved service level (SLA). During periods of lower call volume, assume operational management of the B2B mobile services ticket queue, ensuring resolution within established SLAs. Key Responsibilities First-Line Technical Support – B2B Queues Handling B2B technical support incoming queues. Receiving incidents from corporate clients across all service types. Performing initial technical diagnosis. Resolving incidents at first contact wherever feasible. Appropriate filtering prior to escalation to specialized profiles. Clear, structured, and comprehensive technical documentation for each case. Active contribution to improving departmental operational metrics (SLA and FCR). Operational Ticket Queue Management – B2B Mobile Services (L2 Operational) During low-call-volume periods or staff absences: Managing and clearing the corporate mobile services 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 Preferred Education Valuable training Advanced Degree in Network and Operating Systems Administration or similar degrees and programs Additional Knowledge IP networking knowledge. MikroTik knowledge. VoIP telephony knowledge. Mobile device repair knowledge. FTTH operation knowledge. Fiber product lifecycle knowledge. Database knowledge. Required Knowledge Prior technical experience or exposure to technical environments. Basic networking knowledge (LAN, Wi-Fi) Essential Specific Competencies: Required: Learning ability Analytical ability Teamwork Problem-solving Priority management Working under pressure Desirable: Communication Personal Traits: Required: Autonomy and proactivity Agility Responsibility Planning Methodical approach Desirable: Commitment Customer orientation Other Requirements Submit CV