Job Summary: We are seeking a proactive and solution-oriented Support Technician to diagnose, resolve, and manage software and hardware technical issues from start to finish. Key Highlights: 1. Technical support experience, ideally in POS environments. 2. Professional advanced proficiency in Spanish, Italian and/or Portuguese. 3. Solid knowledge of software/hardware diagnostics and basic networking. #### **Job Description and Requirements** **Job Description** ------------------------- TIM is a technology company headquartered in Móstoles, specializing in delivering advanced technical support services for software and hardware solutions in professional environments. Our goal is to guarantee high-quality service, optimized processes, and outstanding end-user support. We are looking to hire a **Support Technician**, **proactive and solution-oriented**, with strong **analytical skills, excellent communication abilities, and autonomy**, to diagnose, resolve, and manage technical issues from start to finish. Responsibilities * Proactively handle and manage support tickets received via multiple channels (telephone, email, and chat). * Perform initial diagnosis and resolution of incidents, including configuration issues, connectivity problems, or user errors. * Meet defined response times and Service Level Agreements (SLAs). * Efficiently escalate incidents requiring higher-level expertise, providing a detailed pre-analysis of the issue. * Thoroughly document each support case, recording steps taken and solutions applied. * Actively contribute to improving support procedures by maintaining and enriching the internal knowledge base. Essential Skills * **Customer Orientation:** Ability to deliver empathetic and patient service, proactively identifying optimal solutions and anticipating needs. * **Effective Communication:** Ability to convey technical information clearly and accurately, both orally and in writing, in both required languages. * **Problem Solving:** Strong analytical and rapid diagnostic capability to identify root causes of incidents. * **Organization and Multitasking:** Efficient time and workload management to handle multiple tickets simultaneously. Requirements * **Minimum Required Experience:** **At least 2 years of proven experience** in technical support, ideally in POS environments. * **Bilingual in Spanish / Italian / Portuguese:** Professional advanced proficiency (spoken and written). * **Solid Technical Knowledge in:** * Software and hardware incident diagnostics. * Connectivity and basic networking (Wi-Fi, routers, device communications). * Use of remote support and ticketing tools. * Availability: Full-time, Monday to Friday, 09:00–17:30. * Higher Vocational Training in Network Systems Administration or equivalent. We Offer * **Permanent contract** and job stability from day one. * **Hybrid work model:** office + remote. * Participation in innovative technology projects. * **Continuous training** on emerging technologies, certifications, and professional career development plans. * **Excellent working environment**, with a collaborative, young, and technology-passionate team.