L1 IT Support (English)

Description

Summary: Seeking L1 IT Support technicians to provide user support in a high-demand environment for a multinational retail client. Highlights: 1. Work as part of a team, providing special care in user support. 2. Monitor, manage, diagnose, and resolve IT support requests and issues. 3. Opportunity to assist and train users on common tools and systems. 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. **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.