**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 with the aim of 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 high-quality maintenance services 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 monitoring tasks and application installations. **Responsibilities:** * Customer support via phone calls. * Creation of incident tickets. * Validation and diagnosis. * Resolution of incidents or escalation to the appropriate department. * Ticket resolution: identifying customer needs and classifying them according to incident type, priority, and possible resolution paths. * IMAC services (Installations, re-installations, updates, and activations). * Documenting customer data and case solutions. * Investigating possible solutions to incidents. * Organizing and delivering training sessions for the client portfolio. **What we offer:** * Permanent contract. * Full-time position. * Possibility of working one day remotely per week. * Working hours: Monday to Thursday from 8:00 to 14:00 and 15:00 to 18:00; Friday from 8:00 to 14:00. * Summer reduced working hours.\- * Salary according to collective agreement: 22\.428 € plus 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 help desk support to users. * Knowledge of networks, server administration, and Windows operating systems. * Hardware knowledge: PCs, laptops, servers, cabling. * Software knowledge: Office 365, browsers, email, etc. * Good communication skills, active listening, and a solution-oriented attitude. Job type: Full-time, Permanent contract Salary: 22\.428,00€\-23\.428,00€ per year Benefits: * Reduced summer working hours * Reduced working hours on Fridays * Private medical insurance * Optional remote work Job location: Hybrid remote work in 08520 Les Franqueses del Vallès, Barcelona