Information Technology Support Specialist (Galicia)

Sharp Brains is looking for a part-time IT Incident Technician based in Galicia, Spain. The role involves managing IT incidents, troubleshooting hardware and software issues, and providing deskside support for Windows-based devices., * Manage and maintain IT hardware inventory records in ServiceNow.

• Provide deskside support for Windows systems and end users.
• Install, configure, and troubleshoot software applications.
• Deliver hardware and software break/fix support for users., ServiceNow Microsoft Teams Webex Descripción del empleo

An IT Incident Technician is responsible for managing and resolving technical issues within an organization's IT environment. The role involves logging and tracking incidents, diagnosing hardware and software problems, applying appropriate solutions, and keeping users informed throughout the resolution process. The technician works within an incident management system to prioritize and handle support requests efficiently, with a strong focus on maintaining IT asset inventory in ServiceNow and supporting Windows-based devices.

The position requires sound judgment while working under established company procedures and policies. The technician also acts as a point of coordination between users, departments, and internal IT teams to ensure timely problem resolution., * Manage and maintain IT hardware inventory records in ServiceNow.

• Provide deskside support for Windows systems and end users.
• Install, configure, and troubleshoot software applications.
• Support and maintain IT infrastructure and software environments.
• Install, upgrade, repair, and replace End User Computing (EUC) devices such as desktops, laptops, monitors, and peripherals.
• Deliver hardware and software break/fix support for users.
• Configure and troubleshoot network printers and scanners, including IP addressing and TCP/IP connectivity.
• Handle warranty and non-warranty repair support for printers and scanners.
• Support in-house, third-party, and market data applications escalated from the helpdesk team.
• Troubleshoot operating systems, device drivers, firmware, and software-related issues.
• Assist users with remote access and work-from-home setups, including personal laptops and virtual machines.
• Ensure compliance with organizational IT policies and procedures.
• Create and maintain technical support documentation.
• Collaborate with local and integral IT support teams across multiple platforms.
• Record and manage incidents and service requests through the ticketing system.
• Keep management informed about recurring issues, trends, and delays.
• Participate in an on-call rotation for after-hours and weekend support.
• Stay updated with new technologies and attend relevant training programs.
• Communicate effectively using tools such as Microsoft Teams, Skype, Symphony, Jive, email, and mobile platforms.

Work Environment

• Primarily office-based with occasional visits to user locations.
• May require support outside standard business hours during critical incidents.
• Involves movement between nearby office locations when needed.

The ideal candidate should have a minimum of 3 years of experience in deskside support, be proficient in ServiceNow, and possess strong troubleshooting skills in both Windows and Mac operating systems., * Minimum 3 years of deskside support experience in Windows environments.

• Strong hardware and software troubleshooting skills.

• Experience supporting both Windows and Mac operating systems., Deskside support experience Hardware and software troubleshooting Inventory handling Knowledge of Windows and Mac OS Experience with device asset tracking systems, * Minimum 3 years of deskside support experience in Windows environments.

• Experience handling inventory, shipping, receiving, and stocking of IT equipment and spare parts.

• Knowledge of patch management for users and servers.

• Familiarity with messaging and collaboration platforms.

• Strong hardware and software troubleshooting skills.

• Experience supporting both Windows and Mac operating systems.

• Knowledge of Webex and Cisco Jabber.

• Experience with device asset tracking systems.

• CompTIA A+ certification preferred.