Level 2 Support Technician (Automation)

Description

Job Summary: We are seeking a professional to manage incidents, documentation, service control, automation, and monitoring within the public sector. Key Responsibilities: 1. Active participation in continuous improvement through automation and AI. 2. Collaboration in early detection and escalation of critical incidents. 3. Writing and updating technical and operational documentation. ### **Description** At Izertis, we are looking to expand our team by incorporating a professional for one of our most relevant public-sector clients. **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 their validity. * Participating in the incorporation of new services into the catalog. **Service Control and Metrics:** Verifying service quality and SLA compliance. Tracking open tickets and ensuring proper management. Reviewing key metrics and preparing periodic reports. Identifying areas for improvement 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 area listed): * Technical documentation specialist in the ICT domain. * Process automation, big data, or natural language systems. * Service tracking, analysis, or control in ICT help desks (CAU). * Metric extraction and analysis, reporting, and dashboards. * RPA, scripting, or AI tools applied to support. * Documentation, standardization, and technical knowledge transfer. * Chatbot design, automatic classification, or predictive analytics. * Diagnosis, log analysis, and technical documentation. * Scripting (PowerShell, Bash, Python) — minimum 1 year. **Technical Knowledge (minimum 2 years in at least two of the following areas):** * Communications and Systems: * Communications, servers, and data centers (CPD). * 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 signatures, 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 workdays 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 private health insurance, meal vouchers, childcare vouchers, or transport vouchers. * Free English classes to improve or reinforce your current level. * Access to an extensive benefits portal where you can purchase products and services across various 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, soon celebrating 30 years of history and listed on the BME Continuous Market, Izertis has established itself among Europe’s 1000 fastest-growing companies. Today, we are over 2,300 professionals distributed across offices in Europe, the Americas, and Africa, operating in more than 50 countries and delivering services and projects through 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 digital transformation. 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 our website’s job openings section for other opportunities that may interest you: 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**