Especialista de Soporte Técnico
Interfell
Technical Support Analyst II – Production Support
Remote Recruitment
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Provide Level 0 and Level 1 technical support for the global SCIB platform (both onsite and remotely).
- Manage and escalate incidents via ServiceNow: reception, investigation, prioritisation, and resolution.
- Monitor critical system alerts and metrics to pre-empt issues and identify improvements.
- Drive and follow up on continuous improvement plans for batch and online services.
- Collaborate with second-level technical teams and third-party suppliers.
- Serve as a communication bridge with the business users, especially during critical events.
- Use and interpret monitoring tools and dashboards to manage performance.
- Participate in on-call rotations and provide remote support across geographies when needed.
Requirements
- 1–3 years’ experience in IT support or production environments.
- Degree in Computer Science, Information Technology, or related field.
- Solid understanding of ITIL processes and incident management.
- Experience using monitoring applications and service management tools (e.g., ServiceNow).
- B2 level English proficiency (required); additional languages are a plus.
- Basic knowledge of wholesale banking and financial products (required).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supportincident managementmonitoring applicationsServiceNowITIL processesperformance managementtechnical supportcontinuous improvementbatch servicesonline services
Soft skills
communicationcollaborationproblem-solvingprioritizationinvestigationescalationadaptabilitycustomer servicecritical thinkingteamwork