System Support Specialist - Barcelona Where is it based? Barcelona
Experienced in working with end user computing solutions? Do you have a can-do attitude with a focus on getting the job done? Do you have experience of providing support, maintenance, and operation of Information Technology systems across multiple sites/offices?
Who is my manager? Desktop Service Team Leader
Who are we? Synonymous with accuracy, integrity, and trust, Dow Jones & Company is one of the most respected brands in providing news and business information worldwide.
What is the role? Based in our Barcelona office, the role of System Support Specialist is to be responsible for providing exceptional technical assistance, customer service, and support to Barcelona-based employees as well as EMEA-based staff.
What is my personal contribution? Work closely with current on-site support staff in solving day-to-day desktop support related problems.Support the integration of new technologies into the operation.Provide technical assistance, guidance, and training to technical staff and customers.Maintain corporate technology and publication quality standards.Implement high availability platforms and business resumption planning architectures.Act as a liaison for vendors during installation, rearrangement, and/or removal of equipment.Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists.Assist in problem investigation, analysis, and evaluation to determine solutions.Provide hardware and systems software support, including ancillary software products.Direct trouble resolution activities, coordinating with technical staff, vendors, and carriers.Work proactively to ensure high performance, high reliability, and rapid trouble resolution of the network(s) including hardware and software.Assist with the daily running of the Barcelona Techbar, including stock management and procurement.Notify management and customers of network/systems troubles through a tiered notification and escalation process.Supply telephone support to corporate technical staff when necessary.Install and modify supported systems.Work with vendors to resolve replacement or modification issues.Perform routine systems maintenance, such as backups and disk maintenance.Maintain hardware and software configuration documentation.Work with technical staff and vendors in diagnosing and correcting hardware problems.Assist the Service Desk team with taking support calls when required.Record and log all details related to support calls dispatched by the call tracking system.Perform initial installation of new PCs.Coordinate the evaluation of 3rd party software products.Provide telephone/remote support to remote users who experience software or hardware problems.Develop and maintain technical documentation across all regions.Be reachable out of hours in case of an emergency, if required.What do you need from me? At least 5 years previous experience within a system support role and function.Strong attention to detail with a proactive and problem-solving approach.Experience of working in a real-time environment and providing remote support.Previous experience of working in multiple locations.Strong communication and interpersonal skills.Excellent attention to detail and time management.Problem solving, troubleshooting, and analytical skills.In-depth knowledge of developing and maintaining technical documentation.Proactive approach with a focus on service delivery and going that extra mile is essential.You must also be prepared to work on different sites in and around EMEA and be available to travel last minute if required.Previous experience working with IP telephony.In-depth knowledge of Google/Outlook mail environments.What we offer? In return, we offer a professional, progressive, and multicultural environment for you to grow both personally as well as a wide range of benefits offered by a global company.
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