Junior Technical Support Engineer

This is a fully remote position, open to applicants in Spain, +1 more country.

📋 Description

• Oversee system alerts, infrastructure, applications, and contact center platforms to ensure operational reliability.

• Assess and manage incidents utilizing structured severity frameworks.

• Facilitate incident resolution among IT, automation, software, business teams, and external vendors.

• Monitor queue performance, call volumes, and overall system health through dashboards and analytical tools.

• Appropriately escalate outages or anomalies.

• Engage in standups, war rooms, and post-incident evaluations.

• Keep precise issue logs.

• Generate regular performance and incident reports.

• Assist with audit and compliance documentation.

• Act as a liaison between technical and business stakeholders to ensure effective communication and timely updates during incidents.

• Utilize AI/Copilot tools to boost productivity, enhance communication, automate documentation, and support ongoing operational enhancements.

⛳️ Requirements

• Over 3 years of experience in incident response, crisis management, and vendor coordination.

• More than 3 years of experience in IT operations, network monitoring, or command center settings.

• Knowledge of ServiceNow, Splunk, and Dynatrace.

• At least 2 years of experience with Genesys Engage or cloud-based call center applications.

• Capability to work in a dynamic environment and manage multiple communication channels concurrently.

• Familiarity with AI tools such as Microsoft Copilot.

• Outstanding communication and teamwork abilities.

• Understanding of Amazon Connect and NICE CXone.

• Familiarity with Azure or Google AI tools.

• Basic knowledge of Python and Pindrop applications.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and investment in talent programs.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on meaningful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events organized by the company.

• Social sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.