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Service & Support
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Rakuten Europe S.a r.l.
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00013445 Requisition #

JOB BRIEF 


Rakuten - European Technical Division (EUTD) is looking for a talented and dynamic IT Support Engineer to join our Department, in Barcelona. Here is your chance to work in a multicultural and experienced team, with high visibility and significant customer impact.
 

RESPONSIBILITIES & DUTIES

  • Day-to-day support of IT systems for business systems, office systems, PC, computer networks, and telephony systems
  • Handle, efficiently and completely, IT issues that arise using Incident management
  • Responsible for site IT Change Management for engineering and deployment activities
  • Coordinating the project team adjusting the plans where needed
  • Provide 1st and 2nd line support via telephone, email & face-to-face support to users (both locally and remote).
  • Creating, processing, maintaining and resolving tickets using Jira /Zendesk application
  • Provide initial investigation on all incidents, ensure they are resolved wherever possible and quickly and correctly escalate them if necessary
  • Installing and configuring computer systems
  • Enabling remote client access over a VPN connection
  • Diagnosing and solving hardware/software faults
  • Creating/Updating self-help documents so customers/employees can try to fix problems themselves
  •  Provide support for meeting room AV & presentation equipment/services
  • Set up emails on mobile & iPad devices
  • Support and configure Cisco IP Desk Phones and Soft phones      
EXPERIENCE, KNOWLEDGE, SKILLS & QUALIFICATIONS REQUIRED FOR THE ROLE
  • BS/MS degree in Computer Science, Engineering or related subject - or equal work experience
  • 3+ years of relevant experience in the field
  • Basic project management skills
  • Proficiency with MS Office
  • Experience in Information Technology, experience & knowledgeable in Network, Servers, PC, Cloud solutions, Facilities and IT security
  • Good knowledge of business operations, policies and practices.  
  • Excellent communication skills and written, verbal, and interpersonal communication skills
  • Great customer servicing mentality and team spirit
  • English and Spanish at fluent level is mandatory

BENEFITS AND PERKS

  • Cross-European team;
  • Global projects;
  • Competitive wages;
  • Mobility opportunities;
  • Start-up spirit;
  • Friendly environment;
  • Innovative technology stack.


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