.This is a full-time role for the position of IT Specialist at Worldwide Logistics Group in our Madrid office. Do you have an entrepreneurial mindset? If so, we want to hear from you! You will be based in our office in Madrid.Key Responsibilities:Primary escalation resource for ticket resolution within the EU for both hands-on on-site and remote issues.Liaise with US colleagues to create new user accounts and handle potential escalations.Be comfortable servicing network infrastructure equipment, not limited to Firewalls, Switches, Routers, and Access Points.Be willing to travel to sites within the UK, Spain, Poland and possibly other parts of the EU if needed.Have familiarity using and managing workflow via a helpdesk ticketing system.Support users in the use of computer equipment and peripherals, including telephones and mobile devices.Maintain an organized daily structure, working to close assigned jobs in an appropriate time frame.Must be hands-on. This role will at times require the repair of IT-related equipment in our warehouses and offices, including but not limited to access points, firewalls switches, servers, hand scanners, Label printers, and Routers.Must be able to speak English – no exceptions.RequirementsKnowledge of a wide range of technologies, including Windows OS, Windows Server, O365, Azure, Intune, SQL, AD, DHCP, DNS, VPN, Networking, Firewalls, Routers, VMware, AV, and SharePoint.Be comfortable servicing Windows desktops and laptops and have familiarity with Windows Servers.Must have experience repairing wiring 568 A&B terminating and crimping wiring.Strong experience using Microsoft Productivity tools Word, Excel, Outlook, and Visio.Demonstrated expertise in diagnosing and resolving IT system, software, and hardware issues.Excellent verbal and written communication skills, enabling the clear and concise conveyance of technical information.Dedication to delivering exceptional customer service, with the ability to empathize and remain patient when handling user issues and escalations.A logical and solution-oriented mindset, capable of working effectively under pressure and within tight deadlines.Proficient in creating and maintaining comprehensive documentation, encompassing knowledge base articles, standard operating procedures, and self-service solutions.Have a minimum of 5 years experience working for an MSP or an IT helpdesk in a multi-site organization.Ability to work independently as well as part of a team.A background in IT within a Logistics e-commerce or manufacturing industry is highly desirable.Excellent communication skills with a professional approach to customer services.Strong time management skills.An intuitive and methodical approach to diagnosing hardware and software faults.Experience with Logistics software platforms such as CargoWise is highly desired.Must hold a driving license and be able to rent a vehicle when traveling to other cities potentially
