Overview
In this search for new professionals, we are looking to create a team of L1 IT Support technicians to work for one of our clients, a multinational client from the retail sector.
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Requirements
We are looking for professionals with great ability to work as part of a team, to bring a special care in user support and a desire to work in a high demand environment.
We are looking for you, because of your knowledge in computer management (FP I or FP II) and experience in technical user support (user workstation, peripherals, Office365, microcomputing...).
Responsibilities
- Monitoring and Managing Support Requests: Proactively monitor support requests through various channels (ITSM, portal, Teams, email, phone) to identify user incidents and service requests.
- Accurately record and categorize incidents and requests within the ticketing system.
- Ensure thorough ticket tracking until complete resolution and maintain up-to-date information.
- Diagnosing and Resolving Issues: Conduct initial diagnosis to grasp the nature of problems or request reported by users.
- Resolve simple and known issues.
- Execute know service requests
- Provide assistance and training to users on common tools and systems, and company-specific applications (based on process/KB).
- Document solutions for recurring problems in the knowledge base for future reference.
- Escalation and Communication: Escalate complex or unresolved incidents to the next level of support or the appropriate team.
- Provide regular updates to users regarding the status and progress of their tickets.
Nice to have
- Previous experience in macOS support environments will be considered a strong asset.
Service hours : Please note that service is provided in Spanish and English during these hours: M-F 7:00-22:00, S-Su 8:00-21:00, with rotating shifts to cover it.
The work centre is in San Sebastian (Gipuzkoa), 100% on site in our offices.
Minimum requirements
- Experience in IT user support positions.
- You need to have social skills, both to promote a good working environment with the team, and to have a polite and empathetic relationship with users and other customer staff.
- It is essential to live within the city of San Sebastian, since the position is 100% on site in our offices.
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