IT Support Technician L1

Há 3 dias


Lisboa, Lisboa, Portugal Hitachids Tempo inteiro
Job Description

We are seeking a highly skilled and proactive IT Support Technician to join our Spanish line support team as an IT Service Desk Analyst. This role requires rotational 24/7 support operations with Work from Office and will be the first point of contact for end-users issues.

This is a dynamic and fast-paced environment where you will diagnose, troubleshoot, and resolve IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

Key Responsibilities:
  • Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
  • Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
  • Diagnose and resolve advanced IT related issues-Software's, O365 and Windows operating systems.
  • Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
  • Setup / Diagnoses and resolve MTR / AV related issue.
  • Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
  • Monitor service desk queues and prioritize requests based on urgency and impact.

Requirements:
  • Solid experience in Service Desk/Technical Support - L1.
  • A Bachelor's degree with Spanish as the primary language is desirable / bilingual (English & Spanish).
  • An ITIL certification is desirable.
  • Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar).
  • Excellent communication and customer service skills to support Global customers, with the ability to explain technical issues to non-technical users.
  • Strong problem-solving and troubleshooting skills.

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