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...).
Your responsibilities will include:
1. Monitoring and Managing Support Requests:
o Proactively monitor support requests through various channels (ITSM, portal, Teams, email, phone) to identify user incidents and service requests.
o Accurately record and categorize incidents and requests within the ticketing system.
o Ensure thorough ticket tracking until complete resolution and maintain up-to-date information.
2. Diagnosing and Resolving Issues:
o Conduct initial diagnosis to grasp the nature of problems or requests reported by users.
o Resolve simple and known issues.
o Execute known service requests.
o Provide assistance and training to users on common tools and systems, and company-specific applications (based on process/KB).
o Document solutions for recurring problems in the knowledge base for future reference.
3. Escalation and Communication:
o Escalate complex or unresolved incidents to the next level of support or the appropriate team.
o Provide regular updates to users regarding the status and progress of their tickets.
The 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.
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