IT Support Technician

Description

Position Summary: We are seeking an IT Support Technician to resolve incidents, maintain workstations, and provide efficient user support, ensuring an excellent service experience. Key Highlights: 1. On-site and remote technical support with VIP assistance 2. Incident management, device setup, and equipment migration 3. User administration, telephony, and audiovisual support The selected candidate will be responsible for incident resolution, workstation preparation and maintenance, device support, as well as close and efficient user assistance, guaranteeing an outstanding service experience. **Requirements** * Vocational training at intermediate or higher level in Computer Science, Systems, or related fields. * Minimum 5 years of experience in IT support roles. * Solid knowledge of Microsoft environments: * Windows 10 / Windows 11 / Microsoft 365 / Office 365 / Office 2016 or later versions * Experience in: + Microsoft Autopilot + Azure AD / Microsoft Entra ID + Active Directory + ADManager (desirable) + Experience in device setup, configuration, deployment, and migration. + Basic knowledge of networks and connectivity. + Ability to diagnose and resolve hardware, software, and peripheral issues. + Fluent English, both spoken and written. **Responsibilities** * Provide on-site and remote technical support to users, efficiently managing incidents and requests via ticketing tools, ensuring adherence to service-level agreements and delivering agile, high-quality assistance. * Deliver personalized support to VIP users, guaranteeing a close, discreet, prioritized, and excellence-oriented service, with special focus on rapid incident resolution and optimal user experience. * Perform preparation, setup, configuration, and commissioning of laptops and desktops, ensuring correct installation, parameterization, and compliance with corporate standards. * Manage user onboarding, offboarding, modifications, and support—including administration of access rights, permissions, accounts, and technological resources required for daily activities. * Execute Autopilot-based deployment and support, facilitating standardized and efficient device provisioning, configuration, and delivery. * Carry out operating system, Microsoft Office, and corporate application migrations and upgrades, ensuring service continuity and minimizing impact on end users. * Provide telephony, mobile devices, IP telephony, and associated device support and management—resolving incidents, performing configurations, and ensuring proper functionality. * Manage warranties and incidents with printer, computer, and peripheral manufacturers and suppliers, tracking repairs, replacements, and escalations as needed. * Handle movement, installation, and replacement of equipment at workstations, ensuring correct connection, configuration, and operational readiness of devices. * Perform basic cabling and technical adaptation of new workstations, preparing workspaces for proper commissioning. * Replace components, perform expansions, and carry out minor hardware interventions—such as memory, disk, peripheral, or other necessary component replacements—to maintain and improve equipment. * Provide audiovisual support in meeting rooms and manage videoconference preparations, ensuring proper functionality of audio, video, and connectivity systems. **Preferred Qualifications** * Experience with ticketing tools, especially ServiceNow. * Prior experience in corporate environments serving professional offices, executive management, or highly demanding users. **Key Competencies** * Strong user-focused attitude and service orientation. * Empathy, approachable demeanor, and communication skills. * Ability to interact effectively with highly demanding and sensitive users. * Proactivity, autonomy, and solution-oriented mindset. * Organizational skills, ability to prioritize, and capacity to work under pressure. * Discretion and professionalism when supporting VIP profiles. *At Pérez\-Llorca, we advocate equal opportunities for all candidates applying to our job openings, regardless of gender, race, age, nationality, marital status, political or religious beliefs, sexual orientation, or family/personal circumstances. We champion talent without labels and aim to contribute to the creation of stable, high-quality employment, ensuring unbiased selection processes.* Madrid