Service Desk Technician

buscojobs España; Valencia; A distancia; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A leading software development company is seeking a Service Desk Technician to manage service requests and incidents in a fully remote role. This position involves working in a 24x7 environment, providing technical support, and ensuring efficient incident resolution. Candidates should have at least 2 years of experience in a similar role and be fluent in English.

Formación

• At least 2 years of experience in a Service Desk environment.
• Knowledge of ticketing tools and incident/request management.
• Fluency in English (verbal and written).

Responsabilidades

• Manage support requests, incidents, and event-generated incidents.
• Analyze and resolve incidents according to operational procedures.
• Communicate outages and resolution progress to customers.

Conocimientos

Customer support

Incident management

Technical troubleshooting

User administration

Scripting

Fluency in English

Herramientas

Ticketing tools

Operational monitoring tools

MFA software

DHCP & DNS management

Descripción del empleo

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• Location: Fully remote, Central Europe Time Zone
• Languages: English is mandatory

Job Description:

The Service Desk is responsible for managing service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It also monitors the corporate ICT infrastructure and supports various IT processes such as Major Incident, Problem, Change, and Configuration Management.

Service Desk technicians work on a rotation basis to cover 24x7 operations, including holidays, nights, and weekends, with shifts during weekdays and weekends.

Duties and Responsibilities:

• Manage support requests, incidents, and event-generated incidents in the ticketing system.
• Analyze and resolve incidents according to operational procedures.
• Escalate incidents when necessary and implement measures to prevent recurrence.
• Manage support requests until closure.
• Communicate outages, known errors, and resolution progress to customers.
• Develop or improve technical service policies and documentation.
• Update the technical information database, knowledge base, workflows, and procedures.
• Create technical documentation or user manuals as needed.
• Assist in coordinating changes and updating the CMDB.
• Perform other duties as required.

Required Qualifications & Experience:

• At least 2 years of experience in a Service Desk environment supporting customers.
• Knowledge of ticketing tools and incident/request management.
• Experience with operational monitoring tools, alert troubleshooting, and ticket escalation.
• User administration, security groups, distribution lists, service accounts, and mailbox management.
• Virtual Machine builds, modifications, and snapshots.
• Experience with MFA software administration, DHCP & DNS management, backup and restore tools, certificate management, server troubleshooting, scripting, and command line.
• Fluency in English (verbal and written).
• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development