Service Desk Specialist

TL;DR

Service Desk Specialist (Fintech/iGaming): Performing basic Level 1 troubleshooting and incident management for tech products, with an accent on accurate issue classification and information gathering for root cause analysis. Focus on providing technical resolution or problem workarounds and escalating to higher support levels when necessary.

Location: Onsite in Valencia, Spain

Company

hirify.global is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing, with a team of 1,300 professionals.

What you will do

• Perform basic Level 1 troubleshooting and redirect to L2/L3 as required.
• Search knowledge base to verify if reported problems are already known issues.
• Classify reported issues accurately for appropriate prioritization and impact analysis.
• Qualify and replicate reported issues in an appropriate customer environment.
• Gather comprehensive information to ensure complete availability of details required for root cause analysis.
• Provide technical resolution or problem workaround.
• Route and escalate incidents to second/third level support or third parties where required.

Requirements

• College degree in computer or IT related field, or equivalent experience.
• Experience with bug and issue tracking systems.
• Ability to multitask in a fast-paced environment.
• Excellent ability to learn and articulate software-related and technical concepts.
• Strong active listening skills and excellent written and oral communications skills.
• Excellent Customer Service Orientation and strong attention to detail.
• Must work onsite in Valencia, Spain.

Nice to have

• Basic experience with Linux.
• Basic experience with SQL.

Culture & Benefits

• Join a young, ambitious, and unstoppable global company creating innovative ideas and products.
• Opportunity to discover your abilities and for career growth.
• Be part of a team of enthusiastic and highly committed professionals.