Corporate N3 Helpdesk Support Specialist

hace 2 semanas

Madrid, Madrid, España Knowmadmood A tiempo completo

Job Summary

We are seeking a highly skilled and experienced Technical Support Expert to join our team at Knowmadmood. As a Corporate N3 Helpdesk Support Specialist, you will be responsible for providing top-notch technical assistance and support to our users, ensuring seamless IT service delivery and exceptional customer experience.

Main Responsibilities

  • Technical Support: Provide first-line technical support to users via various channels, troubleshoot and resolve hardware, software, and network issues promptly and effectively, and escalate complex or unresolved issues to the appropriate IT teams.
  • User Assistance: Assist users with setup, configuration, and usage of desktops, laptops, printers, mobile devices, and other IT equipment, educate users on IT best practices and guidelines to enhance productivity and security, and provide guidance and training on software applications and tools.
  • Regional Support: Collaborate with regional IT teams to provide support and assistance as needed, serve as a liaison between the corporate IT department and regional offices to facilitate communication and resolution of issues, and assist with the rollout of IT initiatives and projects in regional offices.
  • Documentation and Reporting: Maintain accurate records of user requests, incidents, and resolutions in the helpdesk ticketing system, create and update knowledge base articles, user guides, and other documentation to support self-service and knowledge sharing, and generate reports on helpdesk performance metrics, trends, and areas for improvement.

Requirements

  • Technical Knowledge: Strong technical knowledge of desktop operating systems (Windows, macOS), Microsoft Office Suite, and common business applications, including O365, PowerShell, OneDrive, SharePoint, Teams, and INTUNE troubleshooting.
  • Problem-Solving Skills: Excellent problem-solving skills and ability to troubleshoot technical issues methodically.
  • Communication Skills: Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
  • Customer Focus: Customer-focused mindset with a commitment to delivering high-quality support services.
  • Language Skills: High level of English, at minimum B2+.

What We Offer

  • Flexible Work Arrangements: Mixed teleworking and flexible work modality.
  • Time Flexibility: Time flexibility in this project.
  • Career Development: Career plan with competency model, evaluations, training and certification plans, projects, and events.
  • Training and Certification: Opportunities to train in the latest technologies and certifications.
  • Wellness Program: Quokka activity program to promote emotional well-being, physical activity, and healthy nutrition.
  • Benefits and Discounts: Advantages club with benefits and discounts program.

About Knowmadmood

We are an ecosystem of talent and opportunities, where we surround ourselves with a good environment and good people, and move in the same direction to develop our professional careers. We work in agile, flexible environments, with maximum conciliation and teleworking, and horizontal work teams with a culture of collaboration, commitment, and innovation.

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