Hybrid Service Desk Engineer, Spanish

at Origin

• Job title: Service Desk Engineer, Spanish
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Sandyford, Ireland

About the role

• Providing tier 1 technical support and troubleshooting for globally based clients at Origina. Maintaining client satisfaction, managing support issues, and ensuring customer communications throughout the ticket lifecycle.

Responsibilities

• Provide tier 1 world-class technical troubleshooting and support for globally based clients
• Ensure that customers are kept informed and updated throughout the ticket lifecycle
• Follow up with customers to ensure their issues are satisfactorily addressed and resolved
• Ensure understanding of underlying IT issues and identify what needs to be done to resolve problems effectively
• Manage and track all support issues, ensuring the appropriate technical individuals or teams are identified and informed for resolution
• Ensure customer satisfaction when handling incidents by actively supporting the customer and keeping them updated throughout the incident lifecycle
• Adhere to all service level agreements when managing multiple incidents
• Ensure client documentation (site reports, project documentation, user manuals, etc.) is kept on the shared drive and is up to date
• Consistently uphold a professional demeanour to preserve and enhance Origina’s world-class reputation in the marketplace
• Manage your own timekeeping in accordance with company rules and regulations
• Participate as a team member in an environment based on open communication, trust, creative thinking, and cohesive team effort
• Maintain a mindset of continuous improvement through working practices and customer satisfaction
• Proactive approach to learn and develop individual skills and abilities with the support of the senior technical team

Requirements

• 2+ years of tech support experience is required
• Fluency in English and Spanish
• Excellent Technical Awareness with common software/hardware
• Excellent written and verbal communication skills
• Customer-first mentality and positive attitude
• Great team-player willing to go the extra mile for the customers and the Origina team
• Ability to demonstrate our values of Fairness, Trust, Relationships & Opportunities
• Be able to work shifts and provide out of hours cover as necessary

Benefits

• Family Health, Dental & Vision Insurance from day 1
• Life insurance & Income Protection
• 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
• Generous Maternity & Paternity leave policies
• 6% Pension match
• €200 annual wellness benefits
• €1,000 professional development benefit
• Flexibility of working remotely from anywhere for up to 4 weeks per year
• A dedicated Volunteer Day to give back to your community and support meaningful causes
• Employee Assistance Programme
• An inclusive environment with regular events organised by Engagement, and Diversity Committees