**Role Purpose**:
The person will be responsible for identifying the level of support required for each of the IT systems and infrastructure incidents that occur in the assigned centers, resolving first level incidents and initiating the request for resolution and follow-up of those that need to be escalated to another level of support, as well as providing support in projects implementation**.**
**Main Accountabilities**:
- Analyze the incidents that occur and identify the type of support required for each one.
- Resolve first level incidents and initiate the request for those that need to be resolved at another level of support.
- Collect and record all information related to L2 incidents (troubleshooting, traces,....).
- Follow up on incidents, ensuring compliance with the established SLAs.
- Carrying out IT cabling connection tasks (communications room, user posts, etc.).
- Carrying out proactive maintenance actions of the entire IT infrastructure in the assigned centers, as well as reactive actions in case of incidents.
- Support suppliers in both preventive and reactive actions carried out in the centers, if their intervention is required.
- Provide technical support in the request for new IT infrastructures.
- Participate in the training of new users in the existing IT systems in centers assigned.
- Collaborate in IT projects implementation in the assigned centers: checking the status of the IT infrastructure, providing support in requirements gathering and needs analysis, participating in the implementation, providing support in the UAT and completing testing once the implementation is finished.
**Requirements**:
Higher education or above.
At least 3 years of experience in a similar position in a multinational environment.
High level of English
Knowledge of communications and IT infrastructure
Warehouse and Transport Management Systems knowledge (Valuable)
Operations knowledge (Valuable)
Analytical skills, proactivity, organisation and planning as well as teamwork.