Tech Support Engineer helpdesk L1

InPost; Vilanova y Geltrú; Híbrido; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Join a dynamic Helpdesk team as a Tech Support Engineer, where you'll be the first line of support for IT-related requests. This hands-on role involves troubleshooting hardware and software issues, ensuring seamless IT operations across various locations. You'll collaborate with IT teams to enhance user experience and minimize downtime while maintaining office IT infrastructure. The company offers a hybrid working environment, opportunities for professional growth, and flexible hours, making it an exciting place to advance your IT career.

Servicios

Professional growth opportunities

Excellent hybrid working environment

Access to e-learning platforms

Flexible working hours

Formación

• 3+ years of experience in IT support or Helpdesk role.
• Strong troubleshooting skills for Windows and macOS systems.

Responsabilidades

• Provide first-level technical support for hardware and software issues.
• Diagnose and troubleshoot hardware failures and coordinate repairs.
• Install, configure, and maintain Windows/macOS devices.

Conocimientos

Troubleshooting Windows 10/11

Troubleshooting macOS

Active Directory

Networking concepts

Remote support tools

Customer service orientation

Multitasking

Proactive mindset

Educación

Degree or certification in IT-related studies

Herramientas

SCCM

JAMF

TeamViewer

ITSM ticketing system (JIRA, ServiceNow)

Descripción del empleo

As a Tech Support Engineer in the Helpdesk team, you will provide first-level technical support for hardware, software, and network-related issues across offices and remote locations. Your focus will be on ensuring seamless IT operations by troubleshooting devices, managing office IT infrastructure, and assisting users with system access and configurations.

This role is hands-on and user-facing, supporting day-to-day IT needs while collaborating with Windows Admins, Networking, and other IT teams for escalations.

Responsibilities:

1. Act as the first point of contact for IT-related requests, providing onsite and remote support for hardware and peripherals (laptops, desktops, tablets, printers, mobile devices).
2. Diagnose and troubleshoot hardware failures and coordinate with the Hardware Asset Management team for repairs and replacements.
3. Install, configure, and maintain Windows/macOS devices, ensuring compliance with company IT policies.
4. Perform basic software installations, patches, and updates (coordinating with Windows Admins where needed).
5. Maintain and troubleshoot office IT equipment, including video conferencing systems, digital signage (MagicInfo), and printers.
6. Ensure proper IT onboarding by providing new employees with initial system setup documentation and training.
7. Assist users with MFA resets, VPN access issues, and network connectivity troubleshooting.
8. Create and manage guest WiFi accounts and oversee secure remote access.
9. Triage and prioritize tickets related to end-user hardware, network, and software issues.
10. Maintain detailed records of troubleshooting steps and resolutions in the ITSM ticketing system (JIRA, ServiceNow, etc.).
11. Collaborate with Service Desk and infrastructure teams for escalations requiring deeper investigation.
12. Communicate known issues and outages proactively to minimize user impact.
13. Contribute to internal documentation and FAQs to enable end-users to troubleshoot common issues independently.
14. Identify recurring problems and propose solutions to improve IT services and reduce incident rates.

Qualifications:

1. At least 3 years of experience in IT support, Helpdesk, or a similar role.
2. Degree or certification in IT-related studies preferred.
3. Strong troubleshooting skills for Windows 10/11 and macOS.
4. Knowledge of Active Directory for basic user account troubleshooting.
5. Familiarity with networking concepts (IP configurations, VPNs, WiFi connectivity issues).
6. Experience with remote support tools (SCCM, JAMF, TeamViewer, etc.).
7. Understanding of mobile device management (MDM) for iOS and Android is a plus.
8. Excellent communication and interpersonal skills with a strong customer service orientation.
9. Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
10. Proactive mindset with a willingness to learn and improve IT support processes.
11. Proficiency in Spanish and English; knowledge of Polish, French, or Portuguese is a plus.

Additional Information:

Why this role matters

The Helpdesk team is the frontline of IT support, ensuring employees can work without disruptions. From troubleshooting hardware and software to maintaining office IT infrastructure, this role keeps daily operations running efficiently. Your work directly enhances user experience, minimizes downtime, and supports organizational productivity.

Why InPost

• Professional growth within the company.
• Excellent hybrid working environment.
• Opportunities to broaden your skill set and acquire new competencies.
• Access to e-learning platforms.
• Flexible working hours (between 8 am and 7 pm).