IT Support Coordinator

Location: Remote from Spain

Company

hirify.global delivers tailor-made technology solutions for digital transformation, including software engineering, consultancy, cloud and infrastructure, cybersecurity, AI and data, and business solutions. Founded in 1996, it has more than 2,700 professionals and operates across Europe, America, and Africa.

What you will do

• Coordinate daily application support operations, incident management, service requests, and support backlog prioritization.
• Act as the main contact between business stakeholders, technical teams, and L1-L3 support teams.
• Monitor SLA, KPI, ticket, and service performance, identifying trends and improvement actions.
• Coordinate critical incidents and technical escalations through timely resolution and stakeholder communication.
• Maintain Known Errors, workarounds, knowledge articles, troubleshooting guides, and operational documentation.
• Support problem management, root cause analysis, and continuous service improvement.

Requirements

• Customer-oriented mindset, strong communication, stakeholder management, teamwork, organization, analytical thinking, problem-solving, prioritization, and attention to detail.
• University degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related field; equivalent professional experience is also considered.
• Professional written and spoken English is required; English is the primary working language.
• Strong background in IT/Application Support and IT Operations.
• Experience with ITSM processes, especially Incident Management, Problem Management, and Knowledge Management.
• Experience monitoring and reporting on SLAs, KPIs, service performance, and support backlogs.
• Experience coordinating technical escalations and critical incidents across multiple support levels.
• Hands-on experience with ServiceNow, Jira, and Confluence in support environments.
• Experience managing Known Errors, workarounds, knowledge repositories, REST APIs, system integrations, monitoring platforms, alerting solutions, DevOps environments, and complex business and technical stakeholder relationships.

Nice to have

• Knowledge of ITIL best practices and IT Service Management frameworks.
• Experience in international and multicultural environments.
• Experience with Agile teams and methodologies.
• Certifications in IT Service Management, Agile, or Application Support.

Culture & Benefits

• Permanent contract from day one.
• Flexible working hours, reduced hours on Fridays, and an intensive schedule during July and August.
• 22 working days of annual leave, birthday off, and December 24th and 31st as additional days off.
• Flexible compensation package with private health insurance, meal, transportation, and childcare vouchers.
• Free English classes and access to benefits and discounts.