IT Support Engineer (Product)

Posted 2 Days Ago
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Madrid, Comunidad de Madrid
Hybrid
Mid level
Artificial Intelligence • Big Data • Information Technology • Software
Nexthink helps IT teams around the world modernize the digital employee experience.
The Role
As an IT Support Engineer at Nexthink, you will provide Level 1 and Level 2 support for customers globally, troubleshoot issues via phone and remote sessions, track requests through resolution, and maintain the knowledge base. Strong customer service orientation and technical expertise in Linux and Windows systems are essential.
Summary Generated by Built In

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

  • Level 1 and Level 2 support for customers and partners all around the world 
  • Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders
  • Constant tracking of every request from the beginning until its resolution
  • Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic
  • Update, maintain and enhance the knowledge base

#LI-Hybrid 

Qualifications

  • At least three years of technical support experience
  • Excellent written and verbal communication skills in English
  • Consolidated experience in troubleshooting Linux server-side applications
  • Good knowledge of Windows OS
  • Good understanding of cloud technologies such as Azure or AWS, Microservices is a plus
  • Consolidated experience in virtualization, systems and network administration
  • Very strong orientation towards customer service
  • Curiosity and strong attention to details

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:

  • 💼 Permanent Contract and a competitive compensation package (Stock Options also included). 

  • 📍 Amazing centrally located offices near the Bernabeu Stadium. 

  • 🩺 Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR will be entirely covered by us. 

  • 🏡 Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding. 

  •  🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer) plus 3 company-paid volunteer days. 

  • 🤸 Up to 25 EUR per month for a gym subscription. 

  • 🛴 Flexible retribution plan for kindergarten & transport tickets.

  • 🧑‍🏫 Reimbursement of up to 50% of the cost of English & Spanish classes. 

  • 🍉 Fresh fruit, cookies, and occasionally some soft drinks as well.

  • 🍕 Regular company and team events like Pizza talks, Team Building activities, Christmas parties, hosting Meetups at the office and more! 

  • 📣 Bonuses for referring successful hires after three months of continuous employment. 

  • 🚚 We offer a relocation package to people who are coming from another country. 

Please note that not all the benefits listed above are available for temporary, contract, and internship roles. To ensure you have the most up-to-date information, we recommend checking with your Recruitment Partner.

Top Skills

Linux
Windows

What the Team is Saying

Kathryn
Dani
Pedro
Christian
The Company
HQ: Boston, MA
1,051 Employees
Hybrid Workplace
Year Founded: 2004

What We Do

At Nexthink. we’re not just the leader in the digital employee experience management category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT progress from reactive problem-solving to proactive optimization.

We’re growing our teams around the world to create, scale, market, sell, and develop the future of digital employee experience to help IT teams everywhere delight people at work.

We are 1,000+ employees strong in 9 offices worldwide, across 8 different time zones, speaking 60+ languages. We are passionate about technology, we are category disruptors, and we are motivated by the impact of our work on our end customers. We don’t take ourselves too seriously, and we wake up every day excited about shaping the way employees experience their digital workplace. Sound like you? Let’s talk!

Why Work With Us

Nexthink has a clear mission to delight people at work. That means the teams who rely on our products, the businesses we serve, and most importantly our own Nexthinkers. We’re guided by our values. We are positive, we get things done, we work as one team, and we keep growing. These values steer our decisions to continue to push innovation.

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Nexthink Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We all have different preferences & arrangements allowing us to do the best work possible. Each team needs to have an open conversation to determine.

Typical time on-site: 2 days a week
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HQBoston, MA
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HQLausanne, CH
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Bangalore, IN
Bratislava, SK
Dubai, UAE
London, Gb
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Madrid, SP
Manchester, GB
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Riyadh, SA
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