Key User Service Desk Specialist - Remote & Growth

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

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.