Service Desk Engineer
hace 3 días
Madrid
At Tosca, we are passionate about creating smarter and more sustainable supply chains. As a global leader in reusable packaging solutions, we empower our customers to reduce waste, optimize costs and unlock efficiency. Join our team as an IT Service Desk Engineer! Are you passionate about solving technical challenges and delivering exceptional support? In this role, you’ll be the go-to expert for IT troubleshooting and escalation, working closely with cross-functional teams, departments, and vendors to identify issues and drive effective solutions. You’ll play a key part in ensuring smooth operations by managing escalations, collaborating with Infrastructure and Application Development teams, and keeping stakeholders informed every step of the way. From updating our Service Desk Ticketing System to following up with team members, site managers, and leadership, your work ensures that problems are resolved quickly and efficiently. Beyond resolving issues, you’ll have the opportunity to make a real impact by spotting recurring problems and proactively recommending improvements. If you thrive in a dynamic environment and love turning challenges into solutions, we’d love to hear from you! What you will do • You investigate user problems and identify their source; determine possible solutions; test and implement those solutions., • You troubleshoot applications to identify and correct malfunctions and other operational difficulties., • You provide support and install all equipment, including PCs/laptops, printers, and Teams phones, as well as offer Service Center technology support., • You manage and support system infrastructure across multiple client systems, leveraging available tools and resources., • You handle the professional lifecycle and asset management of IT end-user hardware (PCs, laptops, phones, accessories)., • You develop, write, and maintain end-user documentation., • You apply basic networking and troubleshooting skills, including Client PC connectivity (Ethernet, TCP/IP, DNS, and VPN)., • You provide Tier 1 Service Center Support and monitor existing scanning applications and data integration programs and processes between various applications, machines, and tools, working closely with engineering and other applicable resources., • You maintain confidentiality regarding the information processed, stored, or accessed by end-users on the network., • You provide after-normal-business-hours support when required What we are looking for • You have an associate or bachelor’s degree in a technical discipline with 2–3 years of experience in a technical operating capacity (preferred), or 3–4 years of experience working in a technical capacity., • You have a great understanding of English & Spanish., • You have prior experience using ITSM tools (ticketing systems)., • You are knowledgeable in troubleshooting Microsoft Windows 10 and 11 workstations., • You have experience with Windows Server 2012–2020., • You can maintain Microsoft Active Directory and work with Azure, Intune, Exchange, and Office 365 Administration., • You are familiar with PC hardware, server hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android)., • You demonstrate strong customer service and troubleshooting skills., • You can communicate technical information clearly, both verbally and in writing, to a wide range of end-users., • You have 2+ years of experience working in a Windows/Mac environment., • You can work with users both on-site and remotely., • You have strong computer system skills and can troubleshoot issues to diagnose and resolve them before escalation., • You possess strong documentation skills., • You demonstrate resourcefulness and independent thinking when troubleshooting various IT inquiries., • You are able to lift 5–15 lbs. and move computer equipment to different work locations., • You hold a valid driver’s license, category B What's in it for you? • A central role in Tosca’s EMEA supply chain, where your work directly influences customer satisfaction, business growth, and profitability., • The chance to make a meaningful contribution to a purpose-driven, sustainable business model., • A dynamic, international workplace where your ideas are valued and teamwork drives success. About us • We continuously invest in your personal and professional development through our training & coaching programs., • You will join a dynamic and fast-growing company that is part of a strong international group., • We take pride in our green service and encourage our employees to participate in our growth and help us co-define the path to success., • You will work in a fun environment with a supportive team that cares about each other and encourages collaboration at all levels., • We cultivate a tight-knit team of smart people who care about their work and their colleagues. We believe this is a really exciting opportunity for someone who is up for a fast-paced challenge and is eager to become an integral member of our team. Send us your CV, we’re looking forward to meeting you! External recruitment services/agencies will not be used for this position. We value diversity and equal opportunity. Applicants are welcomed on the basis of their individual merits as we do not discriminate on the grounds of age, sex, disability, ethnic or racial origin, religion or belief, or sexual orientation. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us
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