JOB PURPOSE:This role will be part of a European Field Technology team working to provide support to Business Operations in Hertz Spain Locations and HQ, ensuring that SLAs are maintained and continually improved, and that problems with day-to-day delivery of services are minimized. The role is one of the main point of contacts for Operations to execute Location Activities (New Locations, Moves, Changes) and is key to IT Infrastructure projects for Field Operations aligned with Business strategy.The job requires to work with existing and new technologies/developments which fit and add value to the Integral Business and Technology strategy.BUSINESS IMPACT:This role has an impact on our financial performance, RAC operations and customer experienceJOB CONTRIBUTIONS- WHAT WILL YOU DO TECHNICAL SUPPORTOperational support of the Technology services at Hertz HQ and locations to ensure service levels are maintainedSupport of Technology installations for Hertz locations, including opening/closing/movesANALYSIS & PROBLEM SOLVINGResolves a wide variety of issues that the operations might experience with IT access & equipment or connectivity leveraging on collaboration with Global IT Team CUSTOMER SERVICEProvide world class user services, implementing a pleasant and easy user experience through clear communication and effective problem resolutionDemonstrate excellent customer facing skills and be able to manage complex scenariosBe able to explain issues and resolutions to customers who possess varying levels of technical skillsProvide user training sessions and workshopsBuild strong relationships with customers, peers, stakeholders and vendorsMaintain a service management attitude, promoting best practice throughout the IT teamTEAM WORKWork in a fast-paced environment, efficiently and effectively to meet the quality, service, and performance goals for the location. Supporting colleagues across all roles within operations to create a smooth customer experience.BUDGET & VENDOR MANAGEMENTManage & Track Planned Field Activities and IT Operational Costs within BudgetManage IT vendor relationships & costs in-countryEnsure IT compliance with policies and standards and manage all processes and procedures, including control of personal data under GDPR are carried out within regulatory and Hertz guidelines.CONTINUOUS IMPROVEMENTEncourages and maintains a ‘Best practice sharing culture’, always striving to find ways to improve service and change mind setPromote existing and emerging technologies to provide input on guidelines and roadmaps for future IT infrastructure developments.Review incident trends and highlight improvement opportunitiesEXPERIENCE AND QUALIFICATIONSFluency in Spanish & English.Minimum 3 years’ experience as a Field support analyst working in an International enterprise IT infrastructure support and service delivery environmentProven ability to resolve IT issues in a large-scale organization with global IT resolver groupsStrong communication skills both written and oral
- Experience working with Telecoms, Network & Hardware deployments using VDI Desktop with Microsoft Windows 7 & 10 operating systemsKnowledge/experience of third-party suppliers, vendor management and Airport Authority.Experience of implementation and support of IT services in multiple locations, on-site & remotely.Working with desktop security products and knowledge of Bit-Locker & Zscaler security systems
- Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management systemGood working knowledge of TCP/IP networking protocols, SDWAN & Meraki Technology, IP TelephonySCALE & SCOPE:Job Family: TechnologyReports to: Manager – Regional Manager, Corp & Field Tech ServicesDirect Reports: 0 Hertz is a Drug-Free Workplace.All employment is contingent on successful completion of drug and background screening