ILUNION IT Services - Técnico ServiceDesk N0 (H/M/D) - Madrid)

ILUNION Services is seeking a highly skilled IT Service Desk Technician to resolve Level 1 incidents on Windows 10 and 11 systems, Microsoft 365, and customer applications. The role involves first contact resolution, incident ticketing, escalation, and providing support to users through multiple communication channels. Candidates should have a proactive approach, strong troubleshooting skills, and experience with ticketing tools and remote control solutions.

Requirements

• Formative cycle of Higher Level IT Systems Administration in Networks (ASIR).
• Minimum experience of 6 months to 1 year in Help Desk or Service Desk as a Level 0 technician.
• Resolution of basic incidents on the first call and escalation to higher levels.
• Telephone support to users.
• Use of incident management tools such as Jira, Remedy, ServiceNow, etc.
• Use of remote control tools such as Teamviewer.
• Basic support of customer systems, primarily Windows 10 and 11.
• Support and attention to users through email and telephone.
• Support for on-site technical personnel.
• Management of email mailboxes.
• Preparation and sending of materials.
• Sending of manuals.
• Basic technical knowledge of Microsoft 365 (OneDrive, Sharepoint, Teams, Outlook, Exchange, Word, Excel, PowerPoint).
• Knowledge of the Active Directory.
• Installation / Configuration of microcomputer equipment.
• Layouting of equipment, images, backups and restoration.
• Installation of peripherals.
• Resolution of hardware/software incidents (replacement of memory, disks, power supply, etc.).
• Basic knowledge of LAN networks.
• Knowledge of TCP/IP, DHCP, DNS, etc.
• Configuration of printers in the network.
• Basic knowledge for the configuration of mobile devices.
• Dynamism and a high degree of empathy.