Remote IT Service Desk Specialist – Key User

q.beyond ibérica; España; Hybrid; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Development opportunities

Training programs

Diversity management

Latest technologies

Hybrid work

Company health plan

30 days vacation

Job summary

q.beyond ibérica in Spain is seeking a Service Desk professional to act as the central contact for technical key users, handling incidents and service requests, and documenting in our ITSM tool. You will perform initial analysis, resolve standard issues, and route more complex items to appropriate teams.

The role involves working with Windows client/server environments, Active Directory, Microsoft 365, and Azure AD, with remote support and security awareness across a hybrid work setup.

Qualifications

• Experience supporting Windows 10/11 and Windows Server environments.
• Proficiency with Active Directory and group policy management.
• Familiarity with Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Experience with Azure Active Directory and MFA processes.
• Understanding of DNS, DHCP, VPN, proxies, and network drives.
• Familiarity with ITSM ticketing and lifecycle management.
• Experience with remote support tools and log analysis.
• Basic scripting skills (PowerShell or batch).
• Awareness of security requirements and access controls.

Responsibilities

• Act as the central contact point for technical key users on incidents and service requests.
• Receive, classify, prioritize, and document items in the ITSM tool.
• Perform structured first analysis and request missing information as needed.
• Resolve standard issues within defined scope and route complex items to higher levels.
• Monitor ticket progress and maintain documentation throughout lifecycle.
• Support escalation handling for urgent incidents and priority cases.
• Create and maintain knowledge articles and technical documentation.
• Contribute to process improvements and customer satisfaction initiatives.

Skills

Windows administration

Active Directory

Microsoft 365

Azure AD

Networking basics

ITSM tooling

Remote support

PowerShell

Security awareness

Tools

ITSM tools

Remote support tools

Job description

q.beyond ibérica in Spain is seeking a Service Desk professional to act as the central contact for technical key users, handling incidents and service requests, and documenting in our ITSM tool. You will perform initial analysis, resolve standard issues, and route more complex items to appropriate teams.

The role involves working with Windows client/server environments, Active Directory, Microsoft 365, and Azure AD, with remote support and security awareness across a hybrid work setup.