Employee

q.beyond ibérica S.L.; Jerez de la Frontera; Híbrido; EUR 21.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Company healthcare program

30 days of vacation

Descripción de la vacante

q.beyond ibérica S.L. is seeking a Key User Service Desk professional in Spain to serve as the central contact for IT services including Windows OS, AD, and Microsoft 365. You will document incidents, perform initial analysis, and route complex issues to higher support levels.

You will work with ITSM processes, remote support tools, and knowledge management while contributing to ongoing service improvements and customer satisfaction.

Formación

• Strong knowledge of Windows client and server OS (Windows 10/11, Windows Server).
• Active Directory, GPOs, user/group administration and permissions analysis.
• Microsoft 365 services (Outlook/Teams/OneDrive/SharePoint) and related access topics.
• Azure Active Directory, identity management, and MFA processes.
• DNS, DHCP, VPN, proxies, network drives, and basic connectivity troubleshooting.
• Knowledge of ITSM tools for ticketing, classification and lifecycle management.
• Experience with remote support tools and log analysis.
• Basic scripting with Windows PowerShell or batch scripting.
• Security awareness and incident handling procedures.

Responsabilidades

• Act as central contact for technical key users on server, platform, workplace and infrastructure services.
• Receive, classify, prioritize, and document incidents and requests in the ITSM tool.
• Perform first-line analysis, validate info and request missing details.
• Resolve standard issues independently within defined scope.
• Route complex incidents to 2nd- or 3rd-level resolver teams.
• Monitor ticket progress and keep documentation up to date.
• Support escalation handling for urgent incidents and priority cases.
• Create and improve knowledge articles and technical documentation.
• Contribute to process improvements and customer satisfaction activities.

Conocimientos

Windows OS

Active Directory

Microsoft 365

Azure AD

ITSM concepts

Remote support

Log analysis

PowerShell

Security awareness

Networking basics

Herramientas

ITSM tools

Remote support tools

PowerShell

Descripción del empleo

BRINGING FORCES TOGETHER. REALIZING DIGITALIZATION.

Work with us - a leading provider in Cloud, SAP, Microsoft, and software development - and shape future-proof IT solutions for our corporate clients.

Digitize the German midmarket with us as a Key User Service Desk.

LAY FOUNDATIONS. ENSURE EFFICIENCY.

YOUR TASKS:

• Act as the central contact point for technical key users regarding server, platform, workplace, and infrastructure-related services.
• Receive, classify, prioritize, and document incidents, service requests, changes, additions, and reductions in the ITSM tool.
• Perform structured first analysis, validate information and request missing details where required.
• Resolve standard and recurring technical issues independently within the defined scope.
• Route complex incidents and requests to the appropriate 2nd- or 3rd-level resolver teams.
• Monitor ticket progress, update ticket documentation, and ensure transparent communication throughout the ticket lifecycle.
• Support escalation handling for urgent incidents and priority cases.
• Create, maintain, and improve knowledge articles, solution descriptions, and technical documentation.
• Contribute to process improvements, service quality initiatives, and customer satisfaction activities.

FEELING SATISFACTION. ENJOYING ADVANTAGES.

WHAT WE OFFER:

• Continue your journey: Expand your professional horizons and explore exciting internal development opportunities and a wide range of training programs.
• Experience the difference: Receive respect and appreciation from your colleagues and take advantage of the diverse offerings of our diversity management.
• Look into the future: Work with the latest technologies and constant innovations.
• Find the balance: Benefit from our mix of trust-based working hours and flexible work location (including home office) for a great work-life integration.
• Feel well taken care of: We provide you a company healthcare program.
• Unplug and relax: 30 days of vacation.

USE SKILLS. CREATE SOMETHING NEW.

WHAT YOU BRING WITH YOU:

• Good knowledge of Microsoft Windows client and server operating systems, including Windows 10/11 and Windows Server environments.
• Solid understanding of Active Directory, group policies, user and group administration, and permission analysis.
• Basic to good knowledge of Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint, and related access or synchronization topics.
• Initial experience with Azure Active Directory, identity management, and multi-factor authentication processes.
• Understanding of network fundamentals such as DNS, DHCP, VPN, proxies, network drives, and basic connectivity troubleshooting.
• Familiarity with ITSM tools for ticket documentation, classification, prioritization, and lifecycle management.
• Experience with remote support tools and diagnostic methods, including log analysis and structured error investigation.
• Basic scripting skills, preferably with Windows PowerShell or batch scripting, are beneficial.
• Awareness of security requirements, access control principles, and incident handling procedures.