IT Support and Solutions Specialist

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

About the role

Job Overview: We are seeking a highly skilled and motivated IT Support and Solutions Specialist Level 2 to join our dynamic IT team. This position plays a key role in supporting and maintaining our IT infrastructure, providing troubleshooting, technical assistance, and advanced solutions to our corporate and retail locations within South Europe while ensuring seamless operations within the organization. The ideal candidate will have a strong technical background, the ability to handle complex IT issues, and excellent communication skills in English and Spanish to provide training and support to users across the company.

Job Description

Job Title:            IT Support and Solutions Specialist Level 2
Reports to:         IT Infrastructure Manager
Location:            Tres Cantos, Madrid, Spain (hybrid working model)
Job Type:            Full Time, Permanent

Key Responsibilities:

• First Point of Contact: Act as the first point of contact for IT issues and service requests, ensuring ticket priorities are set correctly and assigned to the appropriate queue based on competence.
• Technical Support: Provide basic to advanced technical support for hardware, software, and network issues, using the ticketing system to log, track, and resolve issues efficiently based on defined Service Level Agreements (SLAs).
• Self-Service Support: Guide users through self-service solutions and basic IT training to empower them in resolving routine issues independently.
• Training & Orientation: Deliver IT orientation and security training for new hires, ensuring a strong understanding of company IT systems and security policies.
• System Installation & Configuration: Install, configure, and maintain IT systems in compliance with internal standards, including security patches and updates.
• Asset Management: Maintain accurate asset inventory using Trek’s asset management tool to ensure proper tracking and lifecycle management of all IT assets.
• Documentation & Knowledge Base: Regularly review and update internal and external documentation to ensure it is accurate, comprehensive, and user-friendly.
• System Upgrades & Deployments: Assist the IT team with system upgrades, software rollouts, and deployments as needed.
• Policy & Security Protocols: Stay current with IT policies, security protocols, and best practices to ensure compliance and system integrity.
• Project Leadership: Lead IT projects, including system migrations, software rollouts, process automation, and infrastructure improvements, driving successful project outcomes.
• Cross-Functional Collaboration: Collaborate with cross-functional teams (e.g., Security, Operations, Networking, Infrastructure) to improve IT processes and resolve technical challenges.
• Lead Escalated Cases: Take the lead on escalated IT support cases that require in-depth technical analysis and expertise.

Qualifications:

• Education: Degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience: 2-4 years of hands-on experience in IT support, with a strong focus on troubleshooting, system administration, and technical support in a corporate environment.
• Certifications: Relevant IT certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar certifications preferred.
• Technical Skills:
  • Strong knowledge of IT systems, hardware, software, and networking.
  • Proficiency in Active Directory management, system installations, and patch management.
  • Familiarity with IT security protocols and best practices.
  • Experience with troubleshooting common IT issues (password resets, software conflicts, etc.).
  • Familiarity with cloud services, server administration, and networking protocols.
  • Experience with ticketing systems and asset management tools.

Personal Attributes:

• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal, in English and Spanish. French and Italian, whilst not essential, would be beneficial.
• Ability to handle multiple tasks and prioritize effectively.
• Proactive and detail-oriented with a commitment to continuous learning and improvement.
• Ability to work independently as well as part of a team.
• Strong customer service orientation and a user-focused mindset.

Work Environment:

• Full-time position with occasional on-call support requirements.
• Opportunity to work with a diverse and dynamic IT team.

How to Apply: Interested candidates are invited to submit a resume and cover letter outlining their qualifications and experience. We look forward to hearing how you can contribute to our IT team's success!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!