IT Support Technician (L1-L2)
Role details
Job location
Tech stack
Job description
We are seeking a skilled IT Support Technician (Level 1-2) to join our team in Madrid. In this role, you will serve as the first point of contact for technical support, assisting with a wide range of hardware, software, network, and user access issues. You'll be instrumental in ensuring the smooth day-to-day operation of our IT systems and supporting end users across the organization., Provide first-line technical support for hardware, software, and network issues. Respond to tickets via ITSM tools (ServiceNow / Jira / Remedy, etc.). Support Windows OS (Windows 10/11) and Microsoft Office 365 issues. Manage user accounts (password resets, access management, group policies). Basic troubleshooting for: Printers and peripherals Email (Outlook) VPN access Network connectivity Install, configure, and upgrade desktop/laptop systems. Provide remote and on-site support as required. Maintain documentation of incidents and resolutions. Troubleshoot advanced desktop issues. Basic Active Directory administration. Support M365 (Exchange, Teams, SharePoint - basic admin tasks). Assist in server access issues (basic understanding). Perform hardware replacements and system imaging. Coordinate with infrastructure/network teams for escalations. Assist in root cause analysis for recurring incidents. Technical Skills Required Windows 10/11 troubleshooting Microsoft Office 365 support
Requirements
Do you have experience in macOS?, Active Directory (User/Group Management) Basic networking (IP, DNS, DHCP concepts) Remote tools (TeamViewer / AnyDesk / SCCM) ITIL understanding (preferred)
Soft Skills Strong communication skills Customer-focused mindset Ability to work in an SLA-driven environment Good documentation skills Ability to prioritize and multitask
Nice to Have ITIL Foundation Certification Experience in a corporate or enterprise environment Exposure to ticketing systems KPIs / Performance Metrics SLA adherence First Call Resolution (FCR) Ticket closure rate Customer satisfaction score (CSAT)
Experience 2-5 years in IT support, helpdesk, or technical support roles.
Technical Proficiency Operating Systems: Windows 10/11, macOS, iOS, Android. Applications: Microsoft 365 Suite, Active Directory, ticketing/helpdesk platforms. Networking: Basic understanding of LAN, VPN, DHCP, DNS, and TCP/IP protocols. Tools: Familiarity with ServiceNow, ManageEngine, Jira, and remote desktop tools.
Languages Fluent in Spanish and proficient in English (both written and spoken). Additional languages are a plus.
Availability Willingness to work outside of standard business hours if required. Open to participating in on-call rotations as needed.
