Onsite Support Engineer

Are you passionate about delivering exceptional IT support and eager to be the first point of contact for clients? Numata is looking for a dedicated Service Desk Engineer to join our team onsite in Spain (Madrid). This is your opportunity to play a pivotal role in providing top-notch IT end-user support while representing a dynamic and client-focused company.

About the Role:

As a Service Desk Engineer at Numata, you will provide comprehensive IT support, including hardware, software, and network assistance. You'll be the first line of defense for our clients, ensuring their IT environments run smoothly and efficiently. With a professional, helpful demeanor, you'll address incidents with urgency, exceeding client expectations and continuously improving your skills through training and research.

Key Responsibilities:

• Be the Face of Numata: Represent our brand as the first point of contact, delivering exceptional service to internal and external customers.
• Incident Management: Respond promptly to customer requests within SLA and accurately capture all details in our PSA platform.
• Problem Resolution: Analyse issues, develop timely solutions, and provide regular updates to clients.
• Support Expertise: Offer guidance on supported applications, ensuring issues are resolved in line with Numata's best practices.
• Continuous Improvement: Create and update Knowledge Base articles, suggest procedural improvements, and stay updated on modern technologies and standard operating procedures.
• Collaboration: Escalate critical issues to your Team Leader or MSOC Manager and supervise 3rd-party product installations or maintenance activities remotely when required.
• Empowerment: Provide training and guidance to customer personnel to empower them with self-help solutions.

What We're Looking For:

• A passion for delivering exceptional customer service.
• Strong analytical and problem-solving skills.
• A proactive attitude with excellent communication and interpersonal abilities.
• Experience in IT support, including hardware, software, and network environments.
• Familiarity with PSA platforms and ITIL best practices is a plus.

Why Join Numata?

• Be part of a collaborative and innovative team.
• Opportunities for professional growth and development.
• Contribute to delivering an unrivaled experience for our clients.
• Work in a dynamic environment where your ideas and expertise are valued

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