Helpdesk Technician

Description

**Who are we?** At Importaco, we are a continuously growing company specializing in delivering innovative, sustainable, and high-quality solutions. Our team consists of passionate professionals, and we are looking for someone like you to join us. ##### **What are we looking for?** If you are a dynamic, proactive individual eager to develop professionally within a growth-oriented environment, this is your opportunity! ##### **Your mission** Ensure effective, approachable, and resolution-focused support for internal users, acting as the first point of contact for the User Support Center (CAU) to register, diagnose, and resolve incidents and requests related to workstations and corporate IT services. Your contribution aims to minimize business disruptions, ensure request traceability, and deliver a consistent, high-quality support experience. ##### **Your objectives** * Handle and manage user incidents and requests according to their priority and defined service levels, ensuring agile responses and appropriate follow-up. * Resolve common workstation- and corporate IT service-related incidents at the first level, reducing user downtime. * Escalate incidents requiring specialized intervention to second-level teams, providing diagnostics, evidence, and all necessary information to facilitate resolution. * Contribute to continuous service improvement by updating the knowledge base, managing assets, and identifying recurring incidents. ##### **Key responsibilities:** * **Support and registration:** Receive, categorize, and prioritize inquiries and incidents, ensuring full traceability. * **First-level support:** Diagnose and resolve issues related to devices, systems, connectivity, credentials, and applications. * **Remote and on-site support:** Assist users and verify correct incident resolution. * **Identities and access:** Manage basic user tasks—including passwords, permissions, and access—in Active Directory, Entra ID, and Microsoft 365\. * **Workstation and Microsoft 365:** Configure and support devices, peripherals, and tools such as Outlook, Teams, and OneDrive. * **Escalation and follow-up:** Route incidents to other support levels or external providers and track them until closure. * **Onboarding, offboarding, and role changes:** Manage devices and access associated with new hires, role changes, and departures. * **IT inventory:** Maintain up-to-date records and assignments of devices and assets. * **Documentation:** Record solutions and procedures to standardize and streamline support. * **Security and continuous improvement:** Apply security policies and identify opportunities to enhance service quality. ##### **What do we value?** Education: * **Academic background:** Medium-level Vocational Training (FP) in Microcomputer Systems and Networks (SMR) or equivalent. A Higher-level Vocational Training degree in Network Systems Administration (ASIR) or similar will be considered an asset. * **Technical knowledge:** Windows 10/11, Microsoft 365, Active Directory/Entra ID, hardware and peripherals, TCP/IP networking, remote support, ticketing systems, IT asset management, ITIL, and good cybersecurity practices. * **Languages:** Intermediate English proficiency. **Prior experience:** Experience of 1–2 years in Helpdesk, Service Desk, CAU, or technical support—particularly in incident management, workstation support, Microsoft 365, and ticketing tools—will be valued. ##### **What do we offer?** * **Immediate incorporation:** Join a team committed to development and innovation. * **Stability and growth:** Real opportunities for promotion within the company. * **Continuous training:** Ongoing support for your professional development. * **Dynamic environment:** A setting where change and continuous improvement drive us forward. ###### **If you seek a growth opportunity and wish to join a committed team, click 'Apply Now' and begin your new professional challenge with us!**