Job Summary: We are seeking a highly motivated First-Level Support Technician to join our team, providing first-level support and resolving basic technical and functional incidents. Key Responsibilities: 1. IT user support (first level) 2. Incident and ticket management 3. Basic functional support for the in-house product **Matia** is a foundation with over 130 years of experience delivering socio-healthcare services in Gipuzkoa. Our mission is to accompany people throughout the aging process to improve their well-being, generating personalized knowledge and services that promote their autonomy and dignity. We are currently seeking a highly motivated and experienced Support Technician to join our innovative team on-site. The selected candidate will join the technology team in a **First-Level Support** role, aimed at addressing and resolving users’ basic technical and functional incidents, acting as the first point of contact and escalating incidents to infrastructure and development teams when necessary. Main responsibilities, among others, include: * IT user support (first level) + Preparation, configuration, and support of computers, tablets, and mobile devices. + Resolution of common issues related to: office software, email, ERP systems, corporate tools, and time-tracking systems. + User, access, and permission management. + Handling basic network, Wi-Fi, and connectivity issues. + Technical onboarding support for new users. * Basic functional support for the in-house product + Creation and maintenance of user accounts. + Standard system configurations. + Addressing basic functional usage questions. + Identifying and correctly classifying incidents for escalation to the development team when appropriate. * Incident management + Registration, tracking, and closure of first-level tickets. + Clear and approachable communication with end users. + Structured escalation of incidents to second-level support. **Professional Profile** * Technical education in computing (Vocational Training at Intermediate or Advanced Level, or equivalent). * Prior experience in technical user support. * Strong communication skills and service orientation. * Ability to organize and track tasks. * Autonomy in resolving first-level incidents and sound judgment for escalation. * Knowledge of Basque language. **Preferred Qualifications** * Experience in corporate environments. * Experience with ticketing tools. * Basic knowledge of networks and systems. * Experience supporting internal applications or in-house products. * Knowledge of SQL
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
