IT Technical Specialist Coimbra

IT Technical Specialist
Coimbra
Coimbra, Coimbra District, Portugal

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Job Description:

IT Technical Specialist at OM Digital Solutions Gmb
H | softgarden
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IT Technical Specialist

We are seeking a highly skilled IT Technical Specialist to join our team and contribute to the continuous improvement of technologies supporting OM Digital Solutions business divisions.

The candidate will play a crucial role in providing support for
-
- day operations at the onsite IT Support Desk, handling
- user and partner requests. Additionally, this position involves designing and implementing Level 1-3 monitoring and escalation systems, ensuring security and infrastructure health, and enhancing customer experience through effective technical documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Monitor and manage ticket queues daily to meet
   - level commitments.
2. Follow through and track escalated and active issues, ensuring timely resolution to meet or exceed customer expectations.
3. Manage assets and surplus inventory, including hardware and peripherals.
4. Demonstrate a deep understanding of Cloud technology and Software as a Service model.
5. Assist in Service Quality Management and
   - process compliance within the operations team and throughout the IT Organization.
6. Follow and monitor policies and procedures, ensuring correct execution by IT Service providers and technical teams.
7. Participate in the
   -
   - end incident management process and support the coordination of necessary actions until resolution.
8. Assist in the preparation of technical reports related to the service (Service Level Agreement, incidents, among others).
9. Support improvement actions derived from incidents and improvement proposals with technical teams.
10. Assist on the purchase process and distribution of IT equipment.
11. Help maintain an effective service system in the customer service center to ensure efficient operations during working hours.
12. Collaborate with regional operations, including marketing and sales.
13. Provide
    - related support for IT improvement initiatives.
14. Work collaboratively in a team environment with IT, Project, and Service Management to gather system implementation requirements.

PREFERRED QUALIFICATIONS:

1. Specific knowledge of Workplace management tools: Active Directory, Windows & Azure administration, Office 365 Suite, Deployment and Update Tools, ITSM tools, etc.
2. Provide support for troubleshooting and resolving CDN-related issues.
3. Collaborate with
   - functional teams to integrate CDN solutions seamlessly into our
   - commerce architecture.
4. Proficiency with
   - based infrastructure, namely Azure, and AWS.
5. Proficiency in M365, Azure, and AWS.
6. 1 or more years of technical support experience, providing Level 1 through 3 support for complex hardware and software issues.
7. Create and maintain systems/services documentation, training programs/materials, and operating manuals.
8. Experience in improving and automating services to reduce manual work and wait times.
9. Excellent English oral and written communication skills (C1), with the ability to communicate technical concepts to both technical and
   - technical audiences.
10. Experience working directly with IT and business users.
11. Ability to present solutions to technical and
    - technical individuals.
12. Business and
    - oriented mindset focusing on the quality of the service delivered.
13. Strong
    - solving and analytical skills.
14. Good knowledge of SQL, combined with web development programming skills.
15. Hands-on experience with Snowflake, Power BI & Web Analytics tools for creating and maintaining dashboards.
16. Familiarity with the ITIL Framework is a plus.

What we offer:

• A
  - paced and dynamic organization & the opportunity to bring in own creative ideas.
• Flexible working hours.
• 24 days of holiday time each year.
• Birthday day off.
• Health care benefits.
• Bonus participation.