Stibo DX is the global leader in digital transformation for media enterprises. Our platform and services help automate complex content production and multi-channel delivery for the most ambitious and successful media globally. A global and dynamic team of 200+ employees across Aarhus, Copenhagen, Atlanta, Hamburg, Oslo, Dhaka and Málaga, we combine creativity and innovation with the stability of a long-standing organization.

Our customers include The New York Times, Hearst, Gannett, The Economist, JP Politikens Hus, Mediahuis, The Hindu, and many more.

What you'll be doing

Could you help our customer resolve their issues?

As a 1st-level IT Support Specialist, you will serve as the critical first point of contact for our users, ensuring efficient handling of their technical inquiries. Your role involves troubleshooting common issues, providing clear guidance, and accurately assessing situations to escalate complex cases to the appropriate teams. With your strong communication skills and technical knowledge, you will play a key role in maintaining operational continuity and delivering a seamless IT support experience.

More specifically, you will:

• Responding to customer requests via email, phone, or chat with empathy and professionalism.
• Identifying, analyzing, and documenting customer issues, ensuring they are resolved promptly or escalated to the appropriate second-level support team when necessary.
• Collaborating closely with internal teams to deliver timely solutions and maintain customer satisfaction.
• Maintaining a clear and detailed log of all interactions in our ticketing system

What you'll bring:

Minimum Requirements

1. Fluency in English C1: Essential for effective communication with clients and team members.
2. Proven Service Desk Operations Experience: Practical experience handling service desk tasks is crucial.
3. Living in Malaga (going to the office is required)
4. Availability:

• Able to pick up calls during the day.
• Available for 24x7 support, considering time zone differences (e.g., US time zone).

Desired Knowledge and Skills

1. ITIL Guidelines:

• Background in ITIL is preferred but flexible.
• ITIL certification is a plus but not mandatory or a blocker.

1. Technical Skills (as a plus, all skills can be learned during training):

• Jira: Knowledge of Jira is desired but can be learned during training.
• AWS: Understanding of AWS is a plus, particularly in the context of the big picture rather than detailed infrastructure setup.
• Basic Server Management: Ability to perform basic tasks such as cleaning disk space, restarting services, etc., preferably using tools like Jenkins.
• Virtual Machines: Basic knowledge of using and managing virtual machines.
• Identity Management: Not required but beneficial.
• Database and Server Technologies: Familiarity with Nginx, Tomcat, Java, Varnish, and basic database management.
• Debugging Tools: Ability to use tools like Chrome debugging tools and Dynatrace for preliminary diagnostics.
• Log Management: Understanding of log management tools like Loki and Grafana.

1. Soft Skills:

• Customer Communication: Strong communication skills to keep customers informed and reassured.
• Ownership and Responsibility: Ability to take ownership of issues and ensure they are resolved or adequately escalated.
• Problem-Solving: Ability to perform preliminary diagnostics and understand the nature of issues based on descriptions.
• Team Collaboration: Ability to work with different teams and escalate issues appropriately