**What is Telefónica Tech?** Telefónica Tech is the leading digital transformation company within the Telefónica Group. We offer a comprehensive portfolio of integrated technological services and solutions in Cybersecurity, Cloud, IoT, Big Data, Artificial Intelligence, and Blockchain, supporting our clients throughout their digital transformation journey. We are a team of over 6,200 courageous professionals working daily from various locations worldwide to achieve excellence through leadership grounded in transparency and teamwork. If you identify with our core values, we look forward to meeting you! www.telefonicatech.com**What do we do in the team?** Within the Cloud Service Delivery Center unit of Telefónica Cybersecurity & Cloud Tech, we are driven by our clients’ challenges, their transformation, and their success. Everything happening in the cloud motivates us. We live and breathe a complex technological world, where we create a space to design, integrate, and manage solutions that help our clients achieve their goals. Specifically, in this area, our mission is: First-level operations and support for clients who entrust us with their IT systems, focusing primarily on computing infrastructure. **What will your day-to-day be like?** We are seeking a proactive and experienced Level 1.5 Technician to join our technical support team. This position focuses on delivering user assistance, handling more complex issues than a Level 1 technician, and ensuring customer satisfaction. To achieve this, your daily responsibilities will include: * Performing daily system and application reviews to proactively identify and resolve issues. * Monitoring alerts and reports to ensure optimal service performance. * Responding to inquiries, requests, or escalations from other support groups or the client’s internal responsible party via phone and email. * Providing technical support to users across multiple channels (phone, email, ticketing tools) for issues requiring higher technical expertise. * Acting as the first point of contact for receiving and handling support tickets. * Classifying, prioritizing, and assigning tickets according to established procedures. * Diagnosing and resolving support tickets in accordance with defined procedures. * Delivering effective solutions and documenting resolution steps taken. * Escalating complex or critical issues to higher support levels when necessary. * Participating in planning and implementing changes within the technical environment, following established change management procedures. * Ensuring all changes are performed in a controlled and documented manner. * Keeping process documentation, procedures, and user guides up to date. * Contributing to continuous improvement of support procedures. * Collaborating with the team to identify and document effective procedures and solutions. * Identifying, tracking, and resolving issues. **And for this, we believe it would be ideal if you had…** **Experience** * Over 2 years of experience in similar roles. **Education** Required: * Medium-level vocational training in Microcomputer Systems and Networks Desirable: * Higher-level vocational training in Networked Computer Systems Administration **Technical Knowledge** * Knowledge of Windows operating systems * Knowledge of SQL, MDW, SAP * Knowledge of O365 * Knowledge of hyperscaler services (AZURE, AWS, GCP, OCI, Kubernetes, DevOps) * Knowledge of Linux/Unix operating systems * Knowledge of Backup and Storage * Knowledge of databases (NoSQL) * Knowledge of virtualization environments: VDC, VDI * Knowledge of MDM * Knowledge of CC/UC (CCoD, Genesys) **Skills that would fit well with the team for this role:** * Customer orientation * Self-learning ability and adaptability * Problem-solving capability * Proactivity and proposal of improvements * Intermediate knowledge of hardware, software, and networks * Excellent communication skills and customer service focus * Ability to effectively solve problems and work in a dynamic environment * Familiarity with incident and ticketing management tools **Languages** * Required: Spanish * Optional: English B1 **What do we offer?** * Work-life balance measures and flexible working hours * Continuous training and certifications * Hybrid remote work model * Attractive social benefits package * Excellent, dynamic, and multidisciplinary working environment * Volunteering programs **#WeAreDiverse #WePromoteEquality** We firmly believe that diverse and inclusive teams are more innovative, transformative, and deliver better results. Therefore, we promote and guarantee inclusion for all individuals, regardless of gender, age, sexual orientation or identity, culture, disability, or any other condition. We want to meet you!