L1 IT Support (English)

DCS Group; Donostia/San Sebastián; Presencial; EUR 18.000 - 25.000; Jornada completa

Descripción de la vacante

DCS Group is seeking L1 IT Support technicians to join their team. The role involves providing user assistance, managing support requests, and ensuring effective issue resolution. Candidates should have knowledge in computer management and previous experience in technical support. This 100% on-site position will be based in San Sebastián, requiring fluency in English and Spanish during service hours.

Formación

• Knowledge in computer management (FP I or FP II).
• Experience in technical user support.
• Familiarity with Office365 and microcomputing.

Responsabilidades

• Monitor support requests through various channels.
• Conduct initial diagnosis and resolve simple issues.
• Document solutions for recurring problems.

Conocimientos

Teamwork

User Support

Computer Management

Educación

FP I or FP II

Descripción del empleo

In this search for new professionals, we are looking to create a team ofL1 IT Support techniciansto work for one of our clients, a multinational client from the retail sector.

We will need professionals withgreat ability to work as part of a team, to bring a special care in user support and a desire to work in a high demand environment.

We are looking for you, because of yourknowledge in computer management(FP I or FP II)and experience in technical user support(user workstation, peripherals, Office365, microcomputing...).

Yourresponsibilitieswill include:

• Monitoring and Managing Support Requests:
  • Proactively monitor support requests through various channels (ITSM , portal, Teams, email, phone) to identify user incidents and service requests.
  • Accurately record and categorize incidents and requests within the ticketing system.
  • Ensure thorough ticket tracking until complete resolution and maintain up-to-date information.
• Diagnosing and Resolving Issues:
  • Conduct initial diagnosis to grasp the nature of problems or request reported by users.
  • Resolve simple and known issues.
  • Execute know service requests
  • Provide assistance and training to users on common tools and systems, and company-specific applications (based on process/KB).
  • Document solutions for recurring problems in the knowledge base for future reference.
• Escalation and Communication:
• Escalate complex or unresolved incidents to the next level of support or the appropriate team.
• Provide regular updates to users regarding the status and progress of their tickets.

(!) Please note that service isprovided in Spanish and English during these hours:M-F 7:00-22:00, S-Su 8:00-21:00, with rotating shifts to cover it.

The work centre is inSan Sebastian (Gipuzkoa), 100% on site in our offices.