IT Support Specialist, Senior

The Opportunity:

TraceLink is seeking a technically talented and highly motivated IT Support Specialist to join the global enterprise IT organization based in Barcelona, Spain. This role will be responsible for providing day-to-day internal desktop support to onsite staff, global office teams and remote staff. The position calls for outstanding customer service and communication skills coupled with excellent problem-solving abilities and the ability to thrive in a fast-paced, dynamically growing and compliance-based healthcare technology company. The role is highly visible and is built upon frequent customer-touch services, so an upbeat, positive attitude combined with a passion for delivering first class unified global IT services is essential to success.

Responsibilities:

• Strong MacOS and Windows desktop support knowledge in a global corporate environment

• Respond to internal IT requests in a timely manner with excellent customer service

• Provide support for business applications including Google G Suite for Business, Microsoft Office Suite, Slack, Zoom, Salesforce, & Adobe Suite

• Assist in the administration of E-mail, Slack, Druva, Active Directory, Okta, Jamf, MDM, Intune, Zoom, Adobe, and other corporate, IT and Security SaaS applications

• Execute imaging procedures & account provisioning in accordance with requisite compliance guidelines to support machine deployments in Spain & EU/EMEA. 

• Maintain audio/video devices in meeting rooms. 

• Provide IT Orientation to new employees

• Identify complex problems, investigate root-causes, and recommend scalable solutions

• Participate in a global follow-the-sun support team environment. This position may require someone who can come in early, stay late, and assist on the weekends as the business requires

• Keep team and manager informed of trends, significant problems, or unexpected delays and make proactive recommendations for improvements

• Create and update procedures and technical documentation in our knowledge base and IT support pages

• Able to work on projects and meet deadlines while maintaining quality of work and balancing with day-to-day support functions

Requirements:

• 5+ Years’ experience in a Help Desk Technical Support role including multi-site global support with a proven track record in fast-paced business environments greater than 500 people

• Fluent in English & Spanish

• College degree or equivalent work experience

• Excellent customer service and communication skills

• Extensive knowledge of MacOS operating systems in an enterprise environment

• Experience supporting business applications including Google G Suite for business and Microsoft Office suite

• Ability to absorb and retain information quickly

• Experience in maintaining & troubleshooting with Audio Video devices in meeting rooms and town hall setup’s

• Experience supporting both on-site and remote users using remote connectivity tools

• Experience with automated application deployment and remote access technologies

• Strong understanding of ticketing, security patching and desktop imaging systems

• Highly self-motivated and directed

• Keen attention to detail and superb organizational skills

• Strong troubleshooting and problem-solving skills

• Experience working in a team-oriented, collaborative environment

• General knowledge of TCP/IP and network topologies

• Healthcare or other security/compliance regulated industry experience preferred