Digital Support Specialist

This is a fully remote position, open to applicants in Spain.

📋 Description

• Assist in the onboarding process of users into applications, which includes creating accounts, managing permissions, and conducting initial troubleshooting.

• Offer first-level helpdesk support through email, phone, and ticketing systems, escalating issues to product or development teams as necessary.

• Evaluate and help maintain user documentation for applications, ensuring it is clear and accurate.

• Identify, document, and escalate bugs or recurring issues to the appropriate product teams.

• Keep knowledge entries in Information & Knowledge Management (IKM) tools up to date, ensuring that lessons learned and troubleshooting procedures are well documented and accessible.

• Monitor the performance and availability of applications using current tools, escalating incidents when needed.

• Suggest potential improvements to applications and provide user feedback to product and development teams.

• Conduct brief training sessions, and create user guides and onboarding materials to assist end users.

• Stay informed about cybersecurity best practices and help prevent unauthorized access or data loss incidents.

• Carry out additional tasks as assigned by the COTR related to application support.

⛳️ Requirements

• A minimum of two years of vocational training in IT, computer-related sciences, or a related field.

• At least three years of experience (within the last six years) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.

• Proficiency with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).

• Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).

• Experience in documenting solutions, FAQs, troubleshooting guides, and maintaining entries in knowledge management systems (e.g., Confluence, IKM tools).

• Understanding of data security principles and best practices relevant to end-user support.

• Experience with application monitoring and incident management tools (e.g., Nagios, Prometheus, Splunk, Grafana).

• Excellent communication skills, with experience in training or onboarding users and creating user-friendly documentation.

• Demonstrated ability to collaborate effectively in cross-functional and interdisciplinary teams (support, development, product).

• Proficiency in the Microsoft Office tool suite and collaborative software.

🏝️ Benefits

• Not Applicable