Publiée le 24/11/2025 Publiée le 24/11/2025 **Mission** ----------- 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. **Profil** ---------- **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.