* Indefinite * Full-time * Hybrid (28108, Alcobendas, Madrid, Spain) * Technical Support ES **Job Mission** You will be responsible for providing high-quality first-level technical support (N1), ensuring customer satisfaction from the very first communication. The main objective is to receive, perform initial diagnosis, and resolve basic incidents, as well as properly escalate those requiring greater complexity, ensuring compliance with the timeframes and procedures established by the department. **What responsibilities and tasks will you handle?** 1. Multichannel Customer Support (Daily): * Receiving and managing requests via Phone, Chat, and Ticketing System (Kayako). * Ensuring excellent, empathetic, and professional treatment in every interaction. 2. Ticket Management (Daily): * Opening, tracking, and closing tickets. * Proper categorization and documentation of resolutions to feed the knowledge base. 3. Monitoring and Alerts (Daily): * Supervising system and network alarm dashboards. * Executing immediate notification protocols and performing basic reviews upon active alerts. 4. Documentation Maintenance: * Consulting and updating internal (Redmine) and external repositories for clients. 5. Incident Escalation: * Quickly identifying environment or production issues exceeding Level 1 scope for immediate reporting to expert technicians. 6. Incident Handling: * Direct coordination with providers for incidents and maintenance (as needed) * Daily incident management with customers. Performance will be measured based on response and resolution time compliance (Karmas) and service KPIs. **Minimum Requirements** At least 1 year of experience in technical support, helpdesk, or junior system administration roles. Theoretical and practical knowledge in the following areas will be valued: * Operating Systems: Linux and Windows Server. * Web/Network Services: Apache, Nginx, PHP, MySQL, DNS, FTP, Email. * Infrastructure: Cloud Computing, Backup, and VPN. * Networking: TCP/IP, Routing, and Basic Firewalling. * (Desirable): Control panels such as Plesk/cPanel. **What competencies would we like you to have?** * Customer orientation, active listening, and empathy. * Teamwork ability. * Ability to manage high-volume workloads. * Organizational and adaptability skills. * Problem-solving ability. **What do we offer?** * Indefinite contract. * Working hours from Monday to Friday, 09:00 to 18:00. * Hybrid work model. * Very good working environment. * Indefinite * Full-time * Hybrid (28108, Alcobendas, Madrid, Spain) * Technical Support ES