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Helpdesk Technician

hace 2 meses

Barcelona, Barcelona, España Importante Empresa A tiempo completo
About the Role

We are seeking a highly skilled and experienced Helpdesk Technician to join our team at Importante Empresa. As a Helpdesk Technician, you will play a critical role in providing technical support and assistance to our employees, ensuring that our workplace services are running smoothly and efficiently.

Key Responsibilities
  • Provide first-level technical support and assistance to employees, resolving technical issues and queries in a timely and professional manner.
  • Manage and troubleshoot incidents and service requests, escalating unresolved cases to the next level of support as needed.
  • Diagnose and resolve technical issues with computer software, peripherals, hardware, and company-specific solutions.
  • Provide basic computer training and guidance to employees, ensuring they have the necessary skills to use our systems and tools effectively.
  • Deliver and maintain IT equipment, cataloging and stocking as required.
  • Track, route, and redirect problems and queries to the correct resources, ensuring that issues are resolved efficiently and effectively.
  • Maintain, update, and improve technical documentation and procedures, ensuring that our knowledge base is up-to-date and accurate.
Requirements
  • Proven working experience in providing helpdesk technical and support services, with a minimum of 5 years in similar positions.
  • Extensive experience supporting a wide variety of hardware and software platforms, including desktops and laptops, printers, peripherals, Windows, Linux, OSX, Active Directory, Microsoft Office suite, O365, and mobile devices (iOS and Android) and company-specific solutions (Avaya).
  • Familiarity and understanding of Infrastructure Architecture and Operations.
  • IT security knowledge.
  • Knowledge in generating process documentation.
  • Knowledge in ticketing systems (ServiceNow).
  • Proven experience within ITIL organization.
  • Agile mindset.
Soft Skills
  • Ability to work collaboratively as part of a fast-paced, client-oriented team.
  • Strong communication skills, active listening, and technical writing skills.
  • Ability to work under pressure, prioritize tasks, and work within a defined timeline and to operate with changing priorities.
  • Resilience, capacity to work in a matrix environment and changing organization.
  • Business acumen skills.