Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for a Support Engineer.

The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery. The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drive local optimization efforts and technology adoption of end user services related applications and systems.

Main Responsibilities:

• Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware.
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades. Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk. Local asset management.
• Support and maintain local conference and meeting room equipment
• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure
• Escalate calls where necessary to the support manager, report on status of outstanding calls
• Builds relationships with other international support teams to create a cohesive support team
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems
• Support Audits (internal & external), Certifications and GDPR related activities alongside other tech functions and business.
• Technical support for local applications where applicable alongside other tech or business teams.

Professional Skills:

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
o Windows and Mac OS
o Microsoft Office 2016, Office 365 & Teams
o iOS and Android devices
o Hardware and Peripherals
o Mobile devices
• Skills about
o Call Management Systems, especially Service Now
o Teams conferencing and enterprise voice
o Audio visual systems (TV/Projector systems) and conference technology
o SCCM
o Basic Network Skills
• ITIL certified is a plus
• Experience in working in an international environment

• English Language Skills

Main responsabilities

• Requirements analysis.
• Participate in the technical design of projects.
• Estimate effort for projects.
• Work collaboratively with the rest of the Omega team and/or the client to help achieve project objectives.
• Provide support and resolve technical issues to ensure system security and performance.
• Collaborate with technology providers when required by the project.
• Document processes and track system performance metrics.
• Validate and test the technical solution against business requirements.
• Adhere to the software quality standards agreed upon with Omega's Technical Management.
• Generate technical documentation for completed projects.
• Apply best practices and procedures to ensure projects are executed on time and with the highest quality.

What do We offer

• Permanent contract.
• Flexible Schedule. We make it easy. Balance your professional and personal life.
• Trainings & Certifications. Improve your skills and get the official certificate from our main partners.
• Home Office.
• Flexible retribution (public transport ticket, Ticket restaurant, …).
• Health insurance.
• OMEGA in action. Our commitment to a better society is not just an intention.

About us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI.
Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.
With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.
We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.
Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).
At Omega CRM, we believe in growth through people – guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.