CAU Analyst Junior

Description

**Description:** ---------------- Join Ciberia and redefine the future of AI-driven cybersecurity! At Iris, we don’t just build companies—we forge leaders in technological innovation. Our mission is to redefine our clients’ futures through cutting-edge technology (Cloud, Cybersecurity, Data, AI). We are driven by ambition, excellence, innovation, transparency, empathy, and trust. We invite you to join Ciberia—the new global benchmark in managed cybersecurity services, powered by Artificial Intelligence and backed by Google Cloud Security. We are a Google Premier Partner in Cybersecurity for EMEA and LATAM, with operations across 5 countries. If you seek an environment where your professional judgment impacts strategic projects and where you work with cutting-edge technology, this is your place. We are looking for a **Junior CAU Analyst**, to provide first-level technical support to our users, resolving daily incidents and ensuring the proper functioning of daily work tools. This is an excellent opportunity for professionals beginning their careers in systems and IT, interested in learning corporate operational practices and developing skills in technical incident resolution. Key responsibilities: * **User support and assistance:** Receiving and logging incidents/requests via phone, email, chat, or ticketing systems. Diagnosing and resolving basic cases (access, passwords, printers, office applications, and connectivity). Documented escalation to Level 2/3 for more complex cases. * **Ticket management:** Logging, classifying, and prioritizing tickets in ITSM tools (ServiceNow, Jira, Remedy, GLPI, etc.), ensuring status tracking and SLA compliance. * **Basic technical support:** Hardware and software configuration; managing user onboarding/offboarding and permissions in Active Directory; password resets; and support for VPN, email, video calls, and printers. * **Documentation and communication:** Following established procedures, contributing to the knowledge base (KB), and maintaining clear, fluent communication with users of varying technical levels. **Requirements:** --------------- * **Experience:** 0–1 year (entry-level position, internships, or first job). Prior support experience is a plus. * **Education:** Medium or Higher Vocational Training in Computer Science (SMR, DAM, ASIR, or similar) or equivalent/self-taught background. * **Technical knowledge:** Fundamentals of operating systems (Windows; macOS/Linux is a plus), Office/Google Workspace suite, basic networking (TCP/IP, DNS, DHCP), Active Directory, and hardware components. * **Languages:** Basic–intermediate English (depending on the environment). * **Key skills:** User orientation, empathy, strong communication, organizational ability, and fast learning capacity. * **Preferred (not mandatory):** Prior exposure to ticketing tools and certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications (MD-100/101). If you’re ready to transform cybersecurity alongside Google’s Premier Partner—applying your passion for technology in an environment that values ambition and excellence—we want to meet you!