First-Level Support Technician (IT and Applications)

Description

Job Summary: We are seeking a highly motivated First-Level Support Technician to join our team, providing first-level support and resolving technical and functional incidents. Key Responsibilities: 1. IT user support (first level) 2. Incident and support ticket management 3. Basic functional support for in-house product **Matia** is a foundation with over 130 years of experience delivering socio-healthcare services in Gipuzkoa. Our purpose is to accompany individuals throughout the aging process to improve their well-being, generating knowledge and personalized 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 to perform the role of **First-Level Support**, aiming to address and resolve users’ basic technical and functional incidents, acting as the first point of contact and escalating incidents to infrastructure and development teams as necessary. Key responsibilities, among others, include: * IT user support (first level) + Preparation, configuration, and support of computers, tablets, and mobile devices. + Resolution of common incidents related to: office software, email, ERP, corporate tools, time-tracking systems. + User, access, and permission management. + Handling basic network, Wi-Fi, and connectivity incidents. + Technical onboarding support for new users. * Basic functional support for in-house product + Creation and maintenance of users. + 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 computer science (Vocational Training Intermediate or Advanced Level or equivalent). * Prior experience in technical user support. * Strong communication skills and service orientation. * Organizational ability and task tracking capability. * 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