Level 1 Support Technician

Description

Job Summary: We are seeking an end-user IT support technician with experience in microinformatics and ticketing tools to join DVT’s support team at our client. Key Highlights: 1. End-user IT technical support 2. Ticket management (ServiceNow) and M365 support 3. Onsite and remote device support **About the Company** **Devoteam is a leading European consulting firm focused on digital strategy, technology platforms, cybersecurity, and business transformation through technology.** Concentrating on six areas of specialization, we address our clients’ strategic challenges: Digital Business & Products, Data-driven Intelligence, Distributed Cloud, Business Automation, Cybersecurity, and Sustainability achieved through digitalization. Technology is in our DNA, and we believe it is a lever capable of driving change for improvement—maintaining a balance that allows us to deliver top-tier technological solutions while preserving the proximity and professionalism of a team acting as your trusted guide throughout the journey. Our **25 years of experience** position us as an innovative, established, and mature consultancy, enabling the development of our **10,000 professionals**, continuously certifying our consultants in the latest technologies and counting on experts in: Cloud, BI, Data Analytics, Business Process Excellence, Customer Relationship Management, Cybersecurity, Digital Marketing, Machine Learning, and Software Engineering & Development. Devoteam has been awarded Partner of the Year 2021 by all five cloud leaders: **AWS, Google Cloud, Microsoft, Salesforce, and ServiceNow.** \#CreativeTechnologyForBetterChange **Job Description** * **Overview:** The selected candidate will join the client’s IT structure and the current three-person DVT support team at the client site. Their primary mission will be to perform end-user IT technical support tasks. * **Main Responsibilities and Duties:** * End-User Support: + Onsite workstation support: Applications, devices (PCs, tablets), communications, cabling. + Ticket Management (Requests and Incidents) + **Ticketing:** Handling, logging, classification, tracking, and resolution—either during first contact or escalation to higher tiers—of all user incidents and requests. - The ticketing platform is ServiceNow. + Remote support tools for end users. + Level 1 M365 support * User Management in Active Directory: * Unlocking users / resetting passwords * Identity provisioning (onboarding, offboarding, modifications) * Permission assignment * Management and maintenance of audiovisual rooms + Configuration and adjustment of devices. + Connection and inspection of cabling. * Photocopiers / printers: * Configuring photocopiers for users. * Printing issues. * Microinformatics tasks: + Managing the inventory of IT equipment (PCs, mobile terminals, tablets, monitors, etc.). + Maintenance and updates of the equipment fleet: terminals, application updates, corporate image deployment, licenses, etc. * Wi-Fi: Supporting users with Wi-Fi access management and configuration. **Requirements** **Minimum Requirements:** * **Minimum Experience:** **Over 2 years** in a similar role. Experience delivering services to global companies with international presence is highly valued. * **Languages:** English, minimum level B2\. If no certification is available, the candidate must commit to obtaining one within the 6-month probation period. Devoteam will cover the certification exam fee. * **Minimum Education:** Higher Vocational Training Degree in Computer Science, Telecommunications, or equivalent. * **Technical Knowledge:** * Ticketing tools * Microsoft Office 365 * Microinformatics / Device administration and configuration (PCs, tablets, etc.) using tools such as **Intune** or similar. * Adobe Suite * **Skills / Competencies:** o Initiative and proactivity o Strong communication skills across various levels and stakeholders (end users and IT teams), interpersonal relationship abilities, and customer orientation. o Strong analytical and problem-solving capabilities. o Proactive, entrepreneurial, responsible, and service-oriented individual. o Ability to work both independently and collaboratively within a team. **Additional Information** * **Work Modality:** Hybrid. 2–3 days remote work per week. The onboarding phase will be conducted onsite at the client’s premises. * **Location:** San Sebastián de los Reyes, Madrid. * **Working Hours:** Corporate schedule of 40 hours/week: Monday to Friday: (8:00 – 9:00\) to (17:00 – 18:00\), including a 1-hour lunch break.