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IT Support Specialist
Autodesk
Barcelona, , Spain
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Overview
Autodesk helps people imagine, design and create a better world. Everyone - from design professionals, engineers and architects to digital artist, students and hobbyists - use Autodesk software to unlock their creativity and solve important challenges. The success and growth of Autodesk can be attributed not only to its exceptional products, but also to its unique culture, which brings together the best and the brightest in a combined mission of innovation and creativity. We are a global, market leader in 3D design software for manufacturing, building, construction, engineering, and entertainment, with $2.2B in annual revenue.
We are continually highly ranked by Fortune, Forbes, Glassdoor and others. Check out the Top 7 Reasons You Should Work at Autodesk.
About the position
Provide day-to-day technical customer support to internal employees for desktop systems, software, and hardware installs, configures and troubleshoots desktop systems and workstations. Provides quick response with a sense of urgency to maximize up time for all users and perform end user training when necessary. Serves as liaison between IT and business groups. Acts a face of IT/EIS in managing customer relationships and expectations. Assist other infrastructure teams with server and network issues and installations when on-site technical resources are not available.
Your main responsibilities
Operational support
• Respond to requests from the Helpdesk and support internal users on various desktop related system issues. Assess assigned severity levels and prioritize work accordingly. In some locations, (may) maintain print queues.
• Provide extended technical support to local network or system users and troubleshoot user software or hardware problems in line with support policies. (May) exchange equipment parts. Train customers on various tools and systems. Maintain documentation and training material for supported services. Communicate highly technical information to both technical and non-technical personnel. Provide hands on help to other IT groups.
• Implement and follow standards and policies as defined by corporate and division senior management; escalate exceptions to direct manager and/or senior management staff.
• Participate in information technology and infrastructure projects. Test new equipment and systems prior to implementation. Implement and communicate new technology to internal end users.
• (May be required to) transport, set-up, and maintain systems for special events such as trade shows or conferences.
• Install and configure PCs within the local geographical region, using standard processes and tools.
• Receive and work on break/fix requests from the Helpdesk. Send ‘Users’ replacement system and coordinate system repair with vendors.
• Interact and collaborate with vendors regarding PC repairs and vendor related tickets
• Hold “brown bag” sessions to inform users of new initiatives.
• Contribute to and help create end user self-help documents and other training material.
• Coordinate transfer of customer data during system upgrades or machine breakdowns.
• Assist facilities with on-site project work for office relocation or refurbishment.
• At senior levels, recommend hardware and software solutions.
• At senior levels, provide coaching to less experienced IT Specialists.
Requirements:
• Certification training such as MCSE and MCP preferred.
• Participate in a 24x5 global support team. (May be required to) be on-call during specific times/projects.
• ITIL Foundations preferred.
• Experience in understanding customers’ needs as well as meeting customers’ expectations.
• Must be highly proficient in spoken and written English.