JOB PURPOSE:
This role will be part of a European Field Technology team working to provide support to Business Operations in Hertz Spain Locations and HQ, ensuring that SLAs are maintained and continually improved, and that problems with day-to-day delivery of services are minimized. The role is one of the main point of contacts for Operations to execute Location Activities (New Locations, Moves, Changes) and is key to IT Infrastructure projects for Field Operations aligned with Business strategy.
The job requires to work with existing and new technologies/developments which fit and add value to the Global Business and Technology strategy.
BUSINESS IMPACT:
This role has an impact on our financial performance, RAC operations and customer experience
JOB CONTRIBUTIONS- WHAT WILL YOU DO TECHNICAL SUPPORT
Operational support of the Technology services at Hertz HQ and locations to ensure service levels are maintained
Support of Technology installations for Hertz locations, including opening/closing/moves
ANALYSIS PROBLEM SOLVING
Resolves a wide variety of issues that the operations might experience with IT access equipment or connectivity leveraging on collaboration with Global IT Team CUSTOMER SERVICE
Provide world class user services, implementing a pleasant and easy user experience through clear communication and effective problem resolution
Demonstrate excellent customer facing skills and be able to manage complex scenarios
Be able to explain issues and resolutions to customers who possess varying levels of technical skills
Provide user training sessions and workshops
Build strong relationships with customers, peers, stakeholders and vendors
Maintain a service management attitude, promoting best practice throughout the IT team
TEAM WORK
Work in a fast-paced environment, efficiently and effectively to meet the quality, service, and performance goals for the location. Supporting colleagues across all roles within operations to create a smooth customer experience.
BUDGET VENDOR MANAGEMENT
Manage Track Planned Field Activities and IT Operational Costs within Budget
Manage IT vendor relationships costs in-country
Ensure IT compliance with policies and standards and manage all processes and procedures, including control of personal data under GDPR are carried out within regulatory and Hertz guidelines.
CONTINUOUS IMPROVEMENT
Encourages and maintains a Best practice sharing culture, always striving to find ways to improve service and change mind set
Promote existing and emerging technologies to provide input on guidelines and roadmaps for future IT infrastructure developments.
Review incident trends and highlight improvement opportunities
EXPERIENCE AND QUALIFICATIONS
Fluency in Spanish English.
Minimum 3 years experience as a Field support analyst working in an International enterprise IT infrastructure support and service delivery environment
Proven ability to resolve IT issues in a large-scale organization with global IT resolver groups
Strong communication skills both written and oral Experience working with Telecoms, Network Hardware deployments using VDI Desktop with Microsoft Windows 7 10 operating systems
Knowledge/experience of third-party suppliers, vendor management and Airport Authority.
Experience of implementation and support of IT services in multiple locations, on-site remotely.
Working with desktop security products and knowledge of Bit-Locker Zscaler security systems Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management system
Good working knowledge of TCP/IP networking protocols, SDWAN Meraki Technology, IP Telephony
SCALE SCOPE:
Job Family: Technology
Reports to: Manager Regional Manager, Corp Field Tech Services
Direct Reports: 0 Hertz is a Drug-Free Workplace.
All employment is contingent on successful completion of drug and background screening