IT Helpdesk Technician

• Skills:

o Initiative and proactivity

o Good communication skills at different levels and with different interlocutors (user and IT area), interpersonal relationship skills, customer orientation.

o High capacity for analysis and problem-solving.

o Proactive, entrepreneurial person, responsible and committed to the service.

o Ability to work both autonomously and in a team.

- MINIMUM Experience: more than 3 years in a similar position. Valuable if the service provided has been in global companies with an international presence.

- Languages: Spanish and English.

• • English: part of the support is international (Morocco sites). The reference language for communication will be English (knowledge of French is desirable).
  • • Minimum level: B2 (CEFR).
    • If no certification is held, the candidate commits to obtaining it during the 6-month probationary period.
    • The cost of the certification exam will be covered by Devoteam.

- Minimum studies: Higher ADVANCED Vocational Training Degree in IT, Telecommunications or similar.

- Knowledge in:

• • Ticketing tools
  • Micro-computing / Administration and configuration of devices (PCs, Tablets…) using tools such as Intune or similar.
  • Cloud Environments: Azure, Google GCP, AWS
  • Microsoft Solutions
  • Azure Administration
  • Microsoft Office365
  • Data analytics and management with Power BI
  • Knowledge of systems, UNIX, LINUX, WINDOWS servers

We are looking for a Support Technician or IT Help-Desk to join our team on a stable basis.

• Main tasks and responsibilities:

o Ensure the quality of the deployed service.

o Execution of tasks related to the maintenance of the corporate platform delegated to the Helpdesk

• User Support:
• • Onsite workstation support: Apps, devices (PCs, Tablets), communications, cabling.
  • Ticket Management (Requests, Incidents)
  • Ticketing: Attention, registration, classification, tracking, and resolution at first call and/or escalation to a higher level, for all user incidents and requests.
  • • The ticketing APP is JIRA.
  • Remote User Support Tools.
  • O365 Support

- Active Directory User Management:

• • User Unlocking/Password Reset
  • Identity Provisioning (onboarding, offboarding, modifications)
  • Permission Assignment.
• VIP Support for management / director-level users.
• Micro-computing tasks:
• • Inventory control of IT equipment (PCs, mobile terminals, tablets, monitors, etc.).
  • Maintenance and updating of the equipment fleet: terminals, App updates, corporate image, licenses…
  • Hardware Management with client & manufacturers regarding incident resolution and hardware renewal and provision.

- WIFI: User support for the management and configuration of wifi network access.

• Modality: hybrid: teleworking + 1 or 2 days in the Devoteam offices (Calle María de Molina 37, 28006 Madrid)
• Service hours: Monday to Friday from 8:00 to 20:00.
• • The service will be structured into 2 shifts:
  • • FTE1: from 8:00 to 17:00 with 1 hour lunch break
    • FTE 2: from 11:00 to 20:00 with 1 hour lunch break
• Dedication: full-time (1,800 hours/Year)