Information Technology Service Technician

Milestone Technologies, Inc.; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A technology services provider in Madrid is seeking a Service Desk L1 Technician to manage IT operations and application support. The ideal candidate should have strong technical skills across various platforms including Mac and Windows, and demonstrate excellent customer service abilities. Responsibilities include troubleshooting, providing IT support, and ensuring smooth operations. A dynamic work environment is offered, along with a commitment to diversity.

Formación

• Deep understanding of root-cause analysis.
• Ability to troubleshoot Mac, Windows, and Chrome OS.
• Fluency in the local language and English.

Responsabilidades

• Act as the primary contact for all internal IT support requests.
• Provide hardware, software, and account support.
• Triage, assign, resolve, or escalate all incoming tickets.

Conocimientos

Customer service

Critical thinking

Communication skills

Adaptability

Attention to detail

Herramientas

ServiceNow

MS Office

Apple Remote Desktop

Google Apps for Business

Descripción del empleo

Overview

Milestone Technologies, Inc. is seeking a Service Desk L1 Technician to assist in the management of IT operations and application support. This position is responsible for maintaining quality IT services and driving change for the business. Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the IT team, so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.

Responsibilities

• Act as the primary contact for all internal IT support requests.
• Provide hardware, software, and account Service Desk support and technical education to end users on computers, mobile devices, and printers.
• Troubleshoot Mac, Windows and Chrome OS software and hardware for end users through service desk walk-ups, chat, video conference, and ServiceNow.
• Troubleshoot iPhone and Android mobile phones, iPads, MiFi devices, RDK kits and other IT-related hardware in-office, such as printers.
• Set up mobile phones, MDM, email, VPN, and internet access for users via secure company network.
• Triage, assign, resolve, or escalate all incoming tickets.
• General network troubleshooting for connectivity issues, including digital authentication, remote access, secure Wi‑Fi and wired connectivity to the internal network.
• Act as smart hands services for enterprise Tech Services teams.
• Procure, provision and deploy equipment for end users.
• Work with external vendors (e.g., Dell, CDW, Thresher, Arkphire).
• Oversee the replenishment and allocation of inventory to appropriate locations.
• Onboarding administration and prepare new hire hardware for deployment.
• Educate new hires on software and technology procedures to secure a swift onboarding process.
• Perform set-ups, break-downs, and transport equipment as needed for new and existing end users.
• Procure AV equipment and manage AV tickets, driving resolutions through the ServiceNow ticketing system.
• Break/fix resolution for AV software and hardware.
• Examine, design, and implement new internal procedures to improve office procedures.
• Resolve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis.
• Contact and collaborate with software and hardware vendors to solve technical issues as needed.

Technical Qualifications

• A deep understanding of root-cause analysis.
• Strong understanding of Mac OS architecture.
• Ability to perform command line troubleshooting to resolve individual application failures.
• Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office, VMware Fusion, Apple Remote Desktop.
• Strong knowledge of Windows and Chrome OS.
• Resolve issues ranging from registry conflicts to troubleshooting system crashes and performance issues.
• Troubleshooting and application support, including MS Office.
• Working knowledge of the following technologies: Active Directory and basic AD administration; Google Apps for Business (Mail, Calendar, Drive, Docs, Groups); Cloud storage services; Basic terminal command knowledge; Communications and video conferencing tools (Zoom & Teem); Issue and bug tracking software platforms (preferably ServiceNow); Documentation tools such as Confluence; Basic network understanding (TCP/IP, UDP, IP schemas, LAN/WAN design and administration, wireless networking is desirable); Experience troubleshooting for Mac and Windows related to video conferencing; Familiarity with Crestron, Extron, Revolab; Understanding of analog and digital signal flow; cable termination experience a plus.

Skills

• Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues.
• Ability to apply critical thinking to complex user requests, and provide context and information to deliver the best possible solution.
• Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support.
• Ability to work with limited supervision and stay focused while performing repetitive tasks.
• Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
• Self-motivated and detail oriented.
• Ability to work with multi-functional teams and external vendors.
• Strong documentation and communication skills.
• Strong time management and prioritization skills.
• Ability to follow through and execute on assigned tasks.
• Ability to identify and report trends.
• Must be fluent in both the local language and English.

Compensation

Estimated Pay Range : Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.