L1 Support Specialist

Location

Italy

Posted

12 days ago

Salary

€39 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

L1 Support Specialist

Initiumsoft

Role Description ¿Eres el Especialista en Soporte L1 que Elevará la Eficiencia de Grandes Proyectos Pharma? Como nuestro próximo L1 Support Specialist, serás el primer punto de contacto y la cara visible del soporte de aplicaciones críticas para una importante empresa del sector farmacéutico. Si te motiva trabajar en un entorno multicultural y de alto rendimiento, este desafío es para ti. - Actuar como el punto de contacto clave para los usuarios finales de la compañía farmacéutica a través de herramientas de ticketing, correo y teléfono. - Clasificar, priorizar y diagnosticar incidentes y solicitudes de servicio asegurando el estricto cumplimiento de los SLAs establecidos. - Solucionar incidencias estándar utilizando bases de conocimientos y guías de procedimientos internos (runbooks). - Documentar detalladamente los casos complejos y transferirlos con un diagnóstico claro a los equipos de soporte L2 y L3. - Administrar solicitudes de usuario, restablecimiento de contraseñas y configuraciones básicas dentro de tus niveles de autoridad. Qualifications - Dominio fluido de Italiano (nativo o C1+) y un nivel intermedio-avanzado de Inglés (B2+) para la comunicación interna con equipos globales. - Entre 1 y 3 años en roles de L1, Service Desk o soporte de aplicaciones. - Experiencia en el manejo de herramientas de ITSM/Ticketing (como ServiceNow, ManageEngine o similares). - Conocimiento básico de las mejores prácticas de ITIL (gestión de incidentes, peticiones y problemas). - Mentalidad orientada al servicio al cliente, rigurosidad para seguir metodologías de resolución y excelentes habilidades comunicativas. Requirements - Exposición previa a sistemas de gestión de contenido como Veeva Vault o plataformas de Contract Lifecycle Management (CLM) como Sirion, Icertis o Agiloft. - Experiencia dando soporte en la industria de Life Sciences o entornos regulados (Pharma, biotecnología). - Certificación ITIL Foundation. - Pasión por aprender, compartir ideas y evolucionar junto al equipo. Benefits - Tarifa de hasta 39 €/h con la estabilidad de un proyecto a largo plazo (duración de 4 años con renovación anual). - Modalidad de trabajo 100% remota y una jornada de 8x5 de lunes a viernes en horario de 09:30 h a 18:30 h (CET). - Un entorno de autonomía, dinamismo y colaboración horizontal donde se valora tu iniciativa y se apuesta firmemente por tu crecimiento profesional.

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