Técnico - IT Operaciones

At Verisure, we do something amazing every day. By protecting what matters most, we change lives for the better. We are the leading provider of professionally monitored security services with 24/7 response in Europe and Latin America. More than 6 million families and small businesses in 18 countries rely on our innovative technology to protect what matters most to them. We integrate product development, design, sales, installation services and a 24/7 professional monitoring solution. We have a track record of continuous growth, as well as exciting plans to continue expanding, transforming, and leading the market into the future. About the role We now have the opportunity for an IT Operations Technician to join our Technology Department. We are looking for a highly driven, talented and experienced developer. The role will be based at our new, additional, technology site in Alicante, Spain. Backed by over 1,700 technologists worldwide based across our three key technology centres – our primary technology hub in Geneva (Switzerland), supported by Madrid (Spain), and Malmö (Sweden), and powered by one of Europe's largest IoT platforms, we're building something big, and we're just getting started in Alicante. The IT Operations team monitors and supports critical systems to ensure stability and minimize downtime. They handle alerts and incidents promptly, resolving issues whenever possible or escalating issues to the appropriate stakeholders, to restore services quickly and effectively. The team is essential for maintaining operational continuity and driving process improvements. Responsibilities Monitor IT systems and alerting platforms (e.g., Opsgenie, Helix, Jira) to detect incidents and anomalies. Register and categorize incoming incidents according to defined workflows and criteria. Perform initial impact assessment and apply predefined troubleshooting steps or scripts when available. Escalate incidents to second-level support or resolver groups following the escalation matrix. Communicate promptly major or critical incidents to the Coordinator and relevant stakeholders. Follow up on open incidents to ensure SLA compliance and accurate status updates. Document incidents clearly and completely, maintaining updated records. Participate in shift handovers to ensure continuity across 24x7 operations. Assist in maintaining operational documentation, including procedures, contact lists, and runbooks. Collaborate with peers and the Coordinator to improve incident handling processes and efficiency. Candidate Profile You are a detail-oriented Technician who ensures the first line of defense for critical IT systems. From detecting and categorizing incidents to escalating complex issues, you play a vital role in keeping operations running smoothly in a dynamic 24x7 environment. Essential Qualifications Basic understanding of IT concepts (networks, servers, applications). Familiarity with incident management tools (e.g., Jira, Opsgenie, Helix). Ability to follow structured workflows and escalation procedures. Strong attention to detail and accuracy in documentation. Fluent in Spanish and English (written and spoken). Availability for rotating shifts, including nights and weekends. Highly Valued Qualifications Previous experience in IT operations, monitoring, or service desk roles. Proficiency with tools such as Jira, Opsgenie, Helix. Competencies Customer Service Orientation: Ensures professional and empathetic communication with stakeholders. Adaptability: Handles dynamic environments and changing priorities. Continuous Learning: Open to acquiring new skills and improving processes. If you're not sure you meet every requirement, we encourage you to apply anyway — you might have a good fit for this role or another opportunity within our team. Verisure will offer you Lunch included at our offices. Dynamic and vibrant environment. International stakeholder projects. Periodic team buildings. Development: Tech Learning and Tech Career Plan. Paid time off: 23 days and an additional