🔥 22 hours ago
Provide day-to-day IT support to employees by troubleshooting Windows and macOS devices, preparing and tracking IT assets, and helping new joiners with device setup and account access.
Support Service Operations Specialist (f/m/d)
🕒 yesterday
📍 🇪🇸 Madrid - Hybrid🎹 Mid-level🧑🔧 IT Support Specialist📢 🇬🇧 English Required📢 🇩🇪 German Required💼 Full-Time
IT SupportService Desk OperationsIncident CoordinationEscalation Management
📜 Description
- Coordinate incident triage, prioritisation, and assignment across Global IT.
- Monitor L1 and L2 queues for bottlenecks, aging tickets, and SLA risks, and coordinate corrective actions.
- Validate incident priorities against business impact and support rapid response to P1/P2 incidents and major incidents.
- Coordinate resources across support tiers and resolve escalation blockers, including unclear ownership.
- Serve as the primary contact for business escalations and provide consistent stakeholder updates.
- Drive continuous improvement through trend analysis, quality reviews, and collaboration with Incident Practitioners.
🛠️ Requirements
- Experience in IT Support, Service Desk, or IT service operations, including incident coordination and escalation management
- Good understanding of Incident Management and its interfaces with Major Incident, Problem, Knowledge, and Request Management
- Experience with Jira Service Management or similar ITSM platforms – ideally including queues, dashboards, and reporting
- Structured, analytical, and clear communicator, comfortable making decisions with incomplete information
- Even if you don't meet all the requirements, we look forward to your application
✨ Benefits
- Working HoursWe offer flexible working hours to accommodate your work schedule. We can work part of our time remotely and the rest at our offices in Madrid, Torre Europa.
- Meal allowancesYou can enjoy delicious meals on us, no matter if you are working remotely or on-site. *Option to use it for public transportation or childcare instead.
- Internet Compensation We cover the cost of your home internet connection, as we understand how essential connectivity is in the modern workplace.
- Training courses Our company is committed to helping our employees grow and develop their skills, which is why we offer a variety of industry- specific training courses and a learning channel.
- Gym Coverage Stay active and healthy with our 90% coverage benefit, which provides access to the nearby gym: Forus Selection to keep you energized throughout the day
- Health Insurance We take the health and well-being of our employees seriously, which is why we offer a comprehensive health insurance plan and the option to extend it to your spouse and children.
Full job description
Join Axpo and help shape a Global IT Support organisation that keeps critical services running. We value diversity and welcome your unique perspective as we build a culture of clear ownership and continuous improvement.
What you will do:
Coordinate the incident lifecycle across Global IT, ensuring incidents are correctly triaged, prioritised, and assigned
Monitor L1 and L2 queues to identify bottlenecks, aging tickets, and SLA risks, coordinating corrective actions with support leads
Validate incident priorities against business impact, ensure fast response to P1/P2 incidents, and support IMOD during major incidents
Coordinate resources across support tiers and resolve escalation blockers, including ticket bouncing and unclear ownership
Act as the primary contact for business escalations, providing clear and consistent updates to stakeholders
Drive continuous improvement through trend analysis, quality reviews, and close collaboration with Incident Practitioners
What you bring & who you are:
Experience in IT Support, Service Desk, or IT service operations, including incident coordination and escalation management
Good understanding of Incident Management and its interfaces with Major Incident, Problem, Knowledge, and Request Management
Experience with Jira Service Management or similar ITSM platforms – ideally including queues, dashboards, and reporting
Structured, analytical, and clear communicator, comfortable making decisions with incomplete information
Fluent in English; German is a plus
Even if you don't meet all the requirements, we look forward to your application
About the team: You will join Axpo's Global IT Support organisation, working closely with L1 and L2 Incident Practitioners, support leads, and business stakeholders across a diverse, collaborative team that values clear accountability and shared success.
Benefits:
At our company, we strive to create a culture of continuous learning, personal growth, and inter- national community involvement. We're passionate about providing our employees with the tools and resources they need to succeed, and we're confident that you'll love being part of our team!
Working Hours
We offer flexible working hours to accommodate your work schedule. We can work part of our time remotely and the rest at our offices in Madrid, Torre Europa.
Meal allowances
You can enjoy delicious meals on us, no matter if you are working remotely or on-site.
*Option to use it for public transportation or childcare instead.
Internet Compensation
We cover the cost of your home internet connection, as we understand how essential connectivity is in the modern workplace.
Training courses
Our company is committed to helping our employees grow and develop their skills, which is why we offer a variety of industry- specific training courses and a learning channel.
Gym Coverage
Stay active and healthy with our 90% coverage benefit, which provides access to the nearby gym: Forus Selection to keep you energized throughout the day
Health Insurance
We take the health and well-being of our employees seriously, which is why we offer a comprehensive health insurance plan and the option to extend it to your spouse and children.
At Axpo Group, we are dedicated to fostering a culture of non-discrimination, tolerance, and inclusion. As an equal opportunity employer, we welcome applications regardless of race and ethnicity, gender identity and expression, sexual orientation, age, disability, as well as socioeconomic, cultural, and religious background. We are committed to ensuring a respectful and inclusive recruiting process and workplace for everyone.
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