110 Best individual Jobs in Málaga (July 2026)

End User Support Specialist

5 days ago

Málaga

ph3END USER SUPPORT SPECIALIST (Band 2) /h3 pbDepartment: /b Corporate IT bReports to: /b Client Support Team Lead bFunctional alignment: /b Client Support Operations Lead bRole family: /b End User Support / Client Support Operations /p h3Purpose of Role /h3 pThe End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries. /p pThe role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows. /p pThis role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams. /p h3Role Scope and Primary Accountability /h3 ul liDeliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries. /li liOwn support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking. /li liExecute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner. /li liMaintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required. /li liProvide structured high-touch support for executive interactions, business-critical meetings, and events. /li liEscalate non-standard or out-of-scope issues through the correct operational and technical channels. /li liIdentify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability. /li liSupport the identification of opportunities where scripting, automation, AI-assisted tooling, or workflow improvements can reduce manual effort, improve support consistency, and enhance the end-user experience. /li /ul h3Core Responsibilities /h3 pbSupport Execution and Case Ownership: /b Deliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling. /p pbUser Lifecycle Delivery (JML): /b Execute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities accurately, consistently, and within agreed controls, approval paths, and audit expectations. /p pbEndpoint Experience and Workplace Readiness: /b Support endpoint devices, peripheral technology, collaboration spaces, and workplace IT services across offices and locations. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites. /p pbBusiness Enablement and High-Touch Support: /b Provide structured support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods. /p pbHardware and Refresh Coordination: /b Support device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches. /p pbProcess Adherence and Standardisation: /b Operate independently within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices. /p pbCross-Team Collaboration and Escalation: /b Work closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues. /p pbContinuous Improvement and Knowledge Contribution: /b Highlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework. /p pbWhere appropriate, support the use of scripting, automation, and AI-assisted tools to simplify repetitive tasks, improve knowledge quality, and help the team identify opportunities for more efficient support delivery. /b /p h3Operating Boundaries and Decision Rights /h3 pbAuthorised to: /b Own and progress support work within agreed scope; execute approved support and lifecycle activities; Escalate risks, blockers, and non-standard cases; recommend service improvements based on operational evidence. /p pbNot authorised to: /b Define service workflows; approve endpoint standards; implement platform engineering changes; override access governance or security controls; make infrastructure or architectural decisions outside approved support boundaries. /p h3Required Capability /h3 ul liProven experience in end-user support, client support, workplace technology support, or a comparable service delivery role. /li liStrong working knowledge of Windows and macOS environments in managed enterprise settings. /li liExperience supporting endpoint hardware, collaboration tools, peripherals, and workplace technology services. /li liFamiliarity with ITSM tooling, case ownership, SLA-driven delivery, and structured ticket discipline. /li liUnderstanding of joiner, mover, leaver processes, access governance, and controlled execution of user changes. /li liGood understanding of ITIL-aligned incident, request, and problem management practices. /li liAwareness of scripting, automation, or AI-assisted productivity tools, with an interest in applying them safely and practically to improve operational efficiency and reduce repetitive manual work. /li liStrong communication, stakeholder handling, and troubleshooting skills in business-facing environments. /li liAbility to work in a process-led operating model with clear boundaries, documentation standards, and escalation paths. /li liAvailability to support business needs that may include weekends, out-of-hours events, and support across different office locations where required. /li /ul h3Behavioural Expectations /h3 ul liWorks consistently within defined processes and avoids unstructured support approaches. /li liTakes ownership of work through to completion while keeping users and stakeholders informed. /li liEscalates appropriately when issues move outside scope, risk tolerance, or standard pathways. /li liPrioritises stable service outcomes, user confidence, and team consistency over individual heroics. /li liDemonstrates professionalism in executive, event, and business-critical support situations. /li liContributes to a repeatable support model that scales across offices, locations, and business units, and is prepared to provide support across different sites where required. /li liShows curiosity and a continuous-improvement mindset, including openness to using automation and AI-assisted approaches where they support approved processes, service quality, and operational controls. /li /ul h3Measures of Success /h3 ul liConsistent and predictable delivery of support activities across supported business areas. /li liHigh adherence to operational workflows, ITSM standards, and service documentation requirements. /li liTimely resolution of incidents and requests within agreed SLAs and support commitments. /li liReduction in rework, avoidable escalation, repeat issues, and support inconsistency. /li liStable endpoint and workplace experience aligned to EUC standards and approved configurations. /li liReliable delivery of executive support, event support, and device lifecycle activities. /li liAccurate, complete, and auditable tracking of all support activity. /li liContribution to practical automation or AI-assisted improvement opportunities that reduce rework, improve support consistency, or enhance service visibility. /li /ul h3Capability Alignment /h3 pThis role aligns to Engineer Band II - Independent Client Support Operator, which operates confidently across assigned business units, delivering reliable end-user support and strong ticket, communication, and process discipline. /p /p #J-18808-Ljbffr

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