Help Desk Technician

Sharp Brains Solutions; Meis; Presencial; EUR 18.000 - 28.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions busca un técnico de soporte Helpdesk Nivel 1 para gestionar incidencias de hardware, software y periféricos, y proporcionar soporte a usuarios en Majadahonda, España.

Se valora experiencia con Windows, Microsoft Office/Outlook, Active Directory, VPN y gestión de tickets con ServiceNow; se trabajará bajo ITIL y se priorizará la atención al cliente. La posición es de 5 días a la semana, con inglés y español requeridos.

Formación

• Soporte de primer nivel para hardware y software.
• Gestión de incidencias y solicitudes mediante herramientas ITSM.
• Soporte a usuarios en entornos Microsoft Windows.

Responsabilidades

• Proporcionar soporte de primer nivel para hardware, software y periféricos.
• Responder a incidencias y solicitudes a través de sistemas de ticketing.
• Soporte básico de Windows, Office/Outlook y Active Directory.
• Documentar incidencias y actualizar la base de conocimiento.
• Mantener cumplimiento de políticas de IT y seguridad.

Conocimientos

Soporte Helpdesk

Hardware y Periféricos

Windows

Microsoft Office/Outlook

Active Directory

Gestión de tickets

VPN

ITIL

Herramientas

ServiceNow

Descripción del empleo

Descripción del trabajo

Skill Set: Helpdesk Support Technician Level 1
Roll Type: FTE
Contract: B2B/Freelance
Days per week: 5 days per week
Language: English & Spanish
Location: Majadahonda, Spain

Key Responsibilities:

1. Recuerde revisar su CV antes de enviar la solicitud. Además, asegúrese de leer todos los requisitos relacionados con este puesto. Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
2. Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
3. Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and , configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business users with password resets, account unlocks, and basic Active Directory user account deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
4. Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
5. Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
6. Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
7. Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
8. Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
9. Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.
10. Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.