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.
We will need 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...).

Tasks

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.

You Must have:

• 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.

• Advanced English is a must-have, since the roll is 100% English.