Company Description Apen Soluciones Informáticas has been established since 1991 as a leading company in the technology sector. We are experts in implementing and maintaining computer infrastructures, providing solutions for business management aimed at improving our clients' competitive capabilities. We focus on identifying our clients' real needs to offer the best possible technological solution. We plan a simple and fast implementation process, provide specific training to ensure optimal usage, and develop a high-quality maintenance service to guarantee customer satisfaction. Job Description As an IT Helpdesk Technician at Apen Soluciones Informáticas, you will be responsible for providing technical support to our customers, resolving incidents using remote control tools and by phone. Our clients are SMEs with networks ranging from 1 to 50 users, based on on-premise Windows servers and cloud environments, requiring professional and effective service. We also perform preventive tasks such as monitoring and application installations. We Offer: • Permanent contract. • Full-time position. • Possibility of working one day per week remotely. • Working hours: Monday to Thursday from 8:00 to 14:00 and 15:00 to 18:00; Friday from 8:00 to 14:00. • Intensive working schedule during summer period. • Salary according to collective agreement: 22,428 € + annual variable pay. Requirements • Experience in technical support and problem resolution for customers. • Vocational training qualifications: CFGM in SMR or CFGS in ASIR. • Ability to provide assistance in help desk services for users. • Knowledge of networks, server administration, and Windows operating systems. • Hardware knowledge: PCs, laptops, servers, cabling. • Software knowledge: Office 365, web browsers, email, etc. • Strong communication skills, active listening, and a solution-oriented attitude. Responsibilities: • Customer support via phone calls. • Creation of incident tickets. • Validation and diagnosis. • Resolution of incidents or routing to the appropriate department. • Ticket resolution: identifying customer needs and classifying them based on incident type, priority, and potential resolution methods. • IMAC services (Installations, Reinstallations, Updates, Activations). • Documenting customer data and case solutions. • Investigating possible solutions for incidents. • Conducting training sessions for client portfolios, organizing and delivering them. * Minimum 1 year of experience. We are seeking candidates with experience in providing technical support and resolving customer incidents. * Higher vocational education degree required. * Catalan (spoken and written - advanced level). * Spanish (spoken and written - advanced level). * Skills / Knowledge: Communication skills, active listening, teamwork, initiative, customer orientation, flexibility and change management, commitment, and empathy. * Vehicle availability required. * Driving license: B. * Permanent employment contract. * Full-time position. * Gross monthly salary ranging from '1600' to '1900'. * Additional relevant information: One day of remote work per week and intensive working hours during summer.