IT Helpdesk Support

**IT Helpdesk Support**

**Permanent contract **/ Marbella, Spain

Les Roches Global Hospitality Education, in the top 3 for Hospitality & Leisure Management by the QS World University Ranking, is a brand of the Sommet Education Group. Founded in 1954, Les Roches is a private institution based on the Swiss model of experiential learning, offering undergraduate and graduate degrees in the fields of hospitality, tourism and event management. Les Roches prepares entrepreneurial and innovative graduates across a global network of campuses in Crans-Montana (Switzerland), Marbella (Spain) and Shanghai (China).

You share our values: Development, Distinctiveness, Joint commitment, Openness and Sense of service.

**KNOWLEDGE AND EXPERIENCE**
- Technical degree or Higher Level Education cycle in IT domain
- 3+ years related experience
- Advanced knowledge of both MacOSX and Windows operating systems
- Advanced knowledge and support of computer hardware for the troubleshooting of miscellaneous hardware problems
- Advanced knowledge of Ethernet networks
- Advanced knowledge of hubs, routers, IP and terminal emulation concepts
- Advanced knowledge of wireless network configurations
- Knowledge and understanding of hardware and mobile devices
- Knowledge of ticketing systems, ideally, Servicenow.
- Excellent level of English (minimum B2 or equivalent)
- Experience in Education sector is a plus

**SKILLS AND ABILITIES**
- Exceptional oral and written communication skills, well developed organizational skills and detail oriented
- Service-minded, self-motivated and able to work both independently and in a team environment
- Proven strong customer service orientation and excellent customer service skills
- Proven ability to address production or operational problems with an appropriate sense of urgency
- Ability to work in a collaborative team environment across organizational units
- Proven ability to prioritize responsibilities and work independently
- Proficient in multitasking
- Ability to work efficiently and excel in a fast-paced IT computing department
- Attentive to detail
- Flexibility and dedication in acquiring new responsibilities/tasks as needed in the department or in other ITS departments
- Flexibility and adaptability (i.e. ability to work flexible hours for unit coverage on short notice)
- Reliability and dependability to ensure SLAs and service targets are met
- Proven time management skills
- Strong technical background

**OVERVIEW**

Under the supervision of the IT Manager, the IT Help Desk Technician will provide remote and on-site day to day IT support to both students and employees.

Due to the nature of the job, it requires presentiality.

**KEY RESPONSIBILITIES**
- Provide remote and on-site computer support to users and students operating in a Windows and Mac environment
- Troubleshoot computing related problems. Identify and analyze all software, hardware, and network-related issues, recommend solutions and assist user with resolution.
- Track all support requests and resolution in the Service Desk ticketing system
- Install and upgrade PC hardware and software
- Setup and configure new hardware
- Keep track of equipment/consumable
- Maintain the inventory system up to date
- Follow-up on IT repairs with suppliers and keep students/employees informed
- Manage purchase orders from the initial request to the delivery to the requestor
- Create and maintain knowledge base documentation
- Deliver specific training to staff and students (induction)
- Manage the whole lifecycle of Employee onboarding & Employee offboarding
- Provide support for audiovisual systems
- Maintain and administrate O365 accounts
- Assure compliance with company required security and information technology policies and procedures