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:

• 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.

(!) 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.