It Support Technician (L1-L2)

Axiom Technologiesis a Global IT Services partner supporting medium to large-scale enterprises.Please visit our website for more information about what we do at OverviewSe pueden requerir diversas habilidades interpersonales y experiencia para el siguiente puesto.Por favor, asegúrese de consultar la descripción a continuación con atención.We are seeking a skilledIT 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.Key ResponsibilitiesProvide first-line technical support for hardware, software, and network issues.Respond to tickets via ITSM tools (ServiceNow / Jira / Remedy, etc.).Support Windows OS (Windows **) and Microsoft Office 365 issues.Manage user accounts (password resets, access management, group policies).Basic troubleshooting for:Printers and peripheralsEmail (Outlook)VPN accessNetwork connectivityInstall, 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 RequiredWindows ** troubleshootingMicrosoft Office 365 supportActive Directory (User/Group Management)Basic networking (IP, DNS, DHCP concepts)Remote tools (TeamViewer / AnyDesk / SCCM)Soft SkillsCustomer-focused mindsetAbility to work in an SLA-driven environmentAbility to prioritize and multitaskNice to HaveITIL Foundation CertificationExperience in a corporate or enterprise environmentExposure to ticketing systemsKPIs / Performance MetricsSLA adherenceFirst Call Resolution (FCR)Ticket closure rateCustomer satisfaction score (CSAT)Experience2-5 years in IT support, helpdesk, or technical support roles.Technical ProficiencyApplications: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.LanguagesFluent inSpanishand proficient inEnglish(both written and spoken).Additional languages are a plus.AvailabilityWillingness to work outside of standard business hours if required.xcskxljOpen to participating in on-call rotations as needed.#J-*****-Ljbffr

Microsoft Office 365 support Active Directory (User/Group Management) Basic networking (IP, DNS, DHCP concepts) Remote tools (TeamViewer / AnyDesk / SCCM) Soft Skills Customer-focused mindset Ability to work in an SLA-driven environment 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 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 inSpanishand proficient inEnglish(both written and spoken). Additional languages are a plus. Availability Willingness to work outside of standard business hours if required.