Sabio is a Global company and the leading independent UK Contact Centre solution supplier.
We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
Sabio provides expertise and solutions that our customers need to respond to the ever-changing world.
Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms and contact centre system integration.
At Sabio, we love what we do.
We love to learn, we love to experiment, and we love to build the best products, delivering the customer experience we can using the best tools we can find and build.
We're brave, we work hard and at our core, we are about quality.
We want to be challenged and be encouraged to 'dare'.
We have a strong problem-solving engineering background and a 'can-do' attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic 2nd Line Support Engineer to join our team in Spain.
We look for a senior member of the Tech Services team.
You will be responsible for providing 2nd line support to the wide Sabio group.
You will also be working with the triage, 1st line, and back office team to help deliver a first-class user experience.
We are looking for someone that is customer-focused and a natural problem solver.
Key ResponsibilitiesYou will be working within the Tech Services support team providing support to around 1200 employees across Mainland Europe, UK, and the APAC region.Being the main point of contact for the Madrid office for all IT queries.Maintaining accurate inventories of IT assets e.g., PCs, laptops, mobile devices, and other equipment.Provide exceptional 2nd line support to Sabio Group users on cases escalated from the triage team.In busy periods, monitor all ticket queues from Triage to 2nd line.Monitoring and managing call queue and ensuring tickets are responded to within SLAs time scales.Preparation, basic repair, and replacement of computers (involves lifting), network patching.Monitoring and maintaining security standards across the user toolset.Helping to maintain accurate documentation for service desk procedures. Skills Knowledge and ExpertiseWe are looking for someone with a strong background in customer-centric support, key to the role will be:Expert knowledge of Windows 10/11 desktop support.Expert knowledge of Office 365 product set.Strong understanding of Azure AD and associated services.Experience and understanding of Modern Authentication methods including Azure MFA, Single Sign-On, and SAML.Experience of monitoring and managing vulnerabilities across user devices.Experience of managing and maintaining asset management platforms.Experience of Intune (Microsoft Endpoint Manager).Experience managing and supporting Apple MACs in a corporate environment.Excellent People and Communication skills and a desire to develop a service culture.Organised and able to manage multiple workloads in a busy and demanding environment.Translating end user and business requirements into technical solutions. BenefitsThis is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Pension SchemeRemote/Flexible workLife insurancePlus many more!
(Benefits are dependent on your base location.
) The Small PrintStrictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee.
All applicants must have the right to work in the territory to which the role relates (UK & EU).
Sabio Group are unable to offer sponsorship on any roles advertised.
Department: IT
Employment Type: Full Time
Location: Madrid
Reporting to: Melissa Naughton-Laing
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