Job Reference
32_25_OP_HL
Position
First Level Helpdesk Supervisor
Closing Date
Thursday, 30 January, 2025
Reference: 32_25_OP_HL
Job title: First Level Helpdesk Supervisor
About BSC
The Barcelona Supercomputing Center - Centro Nacional de Supercomputación (BSC-CNS) is the leading supercomputing center in Spain. It houses MareNostrum, one of the most powerful supercomputers in Europe, was a founding and hosting member of the former European HPC infrastructure PRACE (Partnership for Advanced Computing in Europe), and is now hosting entity for EuroHPC JU, the Joint Undertaking that leads large-scale investments and HPC provision in Europe. The mission of BSC is to research, develop and manage information technologies in order to facilitate scientific progress. BSC combines HPC service provision and R&D into both computer and computational science (life, earth and engineering sciences) under one roof, and currently has over 1000 staff from 60 countries.
Look at the BSC experience:
BSC-CNS YouTube Channel
Let's stay connected with BSC Folks!
We are particularly interested for this role in the strengths and lived experiences of women and underrepresented groups to help us avoid perpetuating biases and oversights in science and IT research. In instances of equal merit, the incorporation of the under-represented sex will be favoured.
We promote Equity, Diversity and Inclusion, fostering an environment where each and every one of us is appreciated for who we are, regardless of our differences.
If you consider that you do not meet all the requirements, we encourage you to continue applying for the job offer. We value diversity of experiences and skills, and you could bring unique perspectives to our team.
Look at the BSC experience:
BSC-CNS YouTube Channel
Let's stay connected with BSC Folks!
We are particularly interested for this role in the strengths and lived experiences of women and underrepresented groups to help us avoid perpetuating biases and oversights in science and IT research. In instances of equal merit, the incorporation of the under-represented sex will be favoured.
We promote Equity, Diversity and Inclusion, fostering an environment where each and every one of us is appreciated for who we are, regardless of our differences.
If you consider that you do not meet all the requirements, we encourage you to continue applying for the job offer. We value diversity of experiences and skills, and you could bring unique perspectives to our team.
Context And Mission
El equipo de Helpdesk de Primer Nivel es responsable de proporcionar soporte técnico inicial a los usuarios, garantizando una experiencia fluida y resolviendo incidencias de manera eficiente. Para fortalecer este equipo, buscamos incorporar un perfil que supervise y coordine las tareas diarias, asegurando tiempos de respuesta adecuados, calidad en la resolución de incidencias, y una comunicación fluida entre niveles. El objetivo principal es optimizar el flujo de trabajo y mejorar continuamente la calidad del servicio proporcionado.
Key Duties
- Gestionar y supervisar los tickets y peticiones asignadas al equipo de primer nivel, asegurando tiempos de respuesta y calidad en la resolución.
- Supervisar el flujo de trabajo diario y redistribuir tareas para mantener la carga equilibrada.
- Actuar como punto de referencia inicial para el equipo en la resolución de problemas técnicos complejos.
- Proporcionar formación y mentoría a nuevas incorporaciones, facilitando su integración y capacitación.
- Colaborar con el Coordinador en la detección de áreas de mejora del servicio y proponer soluciones.
- Facilitar la comunicación y coordinación entre los equipos de primer y segundo nivel para garantizar una gestión eficiente.
- Reportar periódicamente al Coordinador del departamento sobre el estado del flujo de trabajo, los indicadores clave de rendimiento y las áreas críticas identificadas.
Requirements
-
Education
- CFGS en Informática o una titulación técnica relacionada.
-
Essential Knowledge and Professional Experience
- Al menos 5 años de experiencia en una posición similar o como Helpdesk de primer nivel.
- Experiencia en la instalación y administración de sistemas operativos Linux, Windows y macOS.
- Conocimientos sólidos de hardware y software, incluyendo la configuración y mantenimiento de laptops, desktops y periféricos.
- Experiencia previa en la supervisión o liderazgo de equipos será altamente valorada.
-
Additional Knowledge and Professional Experience
- Experiencia en entornos Microsoft (Windows y Office).
- Experiencia en entornos Linux, especialmente Ubuntu.
- Experiencia en entornos Apple (MacOS e iOS).
- Familiaridad con herramientas de gestión de tickets como Request Tracker o similares.
- Experiencia en la gestión de imágenes y control de configuración en plataformas Linux y Windows.
- Nivel alto de inglés.
-
Competences
- Excelentes habilidades de comunicación y liderazgo.
- Capacidad para trabajar bajo presión y resolver problemas de manera proactiva.
- Responsabilidad y capacidad organizativa.
- Habilidades empáticas para tratar con usuarios y miembros del equipo.
- Orientación al detalle y capacidad para identificar áreas de mejora.
Conditions
- The position will be located at BSC within the Operations Department
- We offer a full-time contract (37.5h/week), a good working environment, a highly stimulating environment with state-of-the-art infrastructure, flexible working hours, extensive training plan, restaurant tickets, private health insurance, support to the relocation procedures
- Duration: Open-ended contract due to technical and scientific activities linked to the project and budget duration
- Holidays: 23 paid vacation days plus 24th and 31st of December per our collective agreement
- Salary: we offer a competitive salary commensurate with the qualifications and experience of the candidate and according to the cost of living in Barcelona
- Starting date: 01/02/2025
Applications procedure and process
All applications must be made through BSC website and contain:
A full CV in English including contact details
A Cover Letter with a statement of interest in English, including two contacts for further references - Applications without this document will not be considered
In accordance with the OTM-R principles, a gender-balanced recruitment panel is formed for every vacancy at the beginning of the process. After reviewing the content of the applications, the panel will start the interviews, with at least one technical and one administrative interview. A profile questionnaire as well as a technical exercise may be required during the process.
The panel will make a final decision and all candidates who had contacts with them will receive a feedback with details on the acceptance or rejection of their profile.
At BSC we are seeking continuous improvement in our recruitment processes, for any suggestions or feedback/complaints about our Recruitment Processes, please contact recruitment [at] bsc [dot] es.
For more information follow this link
In accordance with the OTM-R principles, a gender-balanced recruitment panel is formed for every vacancy at the beginning of the process. After reviewing the content of the applications, the panel will start the interviews, with at least one technical and one administrative interview. A profile questionnaire as well as a technical exercise may be required during the process.
The panel will make a final decision and all candidates who had contacts with them will receive a feedback with details on the acceptance or rejection of their profile.
At BSC we are seeking continuous improvement in our recruitment processes, for any suggestions or feedback/complaints about our Recruitment Processes, please contact recruitment [at] bsc [dot] es.
For more information follow this link
Deadline
The vacancy will remain open until a suitable candidate has been hired. Applications will be regularly reviewed and potential candidates will be contacted.
OTM-R principles for selection processes
BSC-CNS is committed to the principles of the Code of Conduct for the Recruitment of Researchers of the European Commission and the Open, Transparent and Merit-based Recruitment principles (OTM-R). This is applied for any potential candidate in all our processes, for example by creating gender-balanced recruitment panels and recognizing career breaks etc.
BSC-CNS is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other basis protected by applicable state or local law.
For more information follow this link
BSC-CNS is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other basis protected by applicable state or local law.
For more information follow this link