Internal Tech Support Specialist II
ES-Madrid
United States
Req #: 8152
Type: PERM
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Overview: We are seeking our new IT Helpdesk Support Specialist to join the Axway team! The IT Helpdesk Support Specialist is responsible for providing technical assistance and support related to computer systems, software, and hardware and maintaining our IT stock. They will be the first point of contact for IT-related issues, working to identify, research, and resolve technical problems and act as an IT representative for the local offices and internal clients. Responsibilities: Key Responsibilities: * Provide first-level support for incoming technical problems and service requests via tickets, email, chat and in-person requests from employees in a timely and professional manner. * Accurately document, track, and maintain all issues and resolutions using the ticketing system. * Assist in the setup, installation, and configuration of computer hardware, software, and peripherals. * Troubleshoot and resolve technical issues related to computer systems, software, hardware, and network problems - remote and in-person * Assist with setup and configuration of new employee workstations and accessories. * Provide training and support to employees on the use of IT systems and applications. * Collaborate with peers from different departments to resolve complex issues and perform physical intervention on local IT equipment when required by Network and/or System team. * Maintain a high level of customer service to end users, ensuring that all interactions are handled professionally and courteously. * Develop and maintain technical knowledge and expertise in relevant IT areas. * Create and maintain documentation of technical procedures, processes, and end-user guides. * Maintain the IT stock up to date, perform stock count actions at least once per year. * Participate in IT projects and take initiatives when required. * Perform other related duties as assigned. Qualifications: Qualifications: * Associate or bachelor's degree in computer science, Information Systems, or a related field, or equivalent work experience. * 3 to 5 years' experience in a helpdesk or technical support role, in a multi-site, international corporation. * Strong knowledge of computer systems, software, and hardware - Windows 10, Windows 11, MacOS, * Intune, Jamf, Jamf-Connect, M365 administrator (Exchange, Teams, Outlook, OneDrive, SharePoint, etc), Trellix/Defender (Antivirus), Global Protect (VPN), Microsoft EntraID administrator, Active Directory on premise. * Nice to have - Linux OS basic knowledge, Firewall rules creation and update, configure Site to Site VPN. * Excellent problem-solving and communication skills. * Ability to work independently and as part of a team. * Strong organizational and time management skills. * Proficiency in Spanish and English * Experience with ticketing systems and documentation practices. * Certifications such as ITIL or similar are a plus. Work Environment: Dynamic environment, interacting with internal clients based in Madrid, and occasionally in different locations in Europe. Work in hybrid mode possible, but on-site presence required at least 3 days per week, depending on the site structure. This job description is not intended to be all-inclusive and may be subject to change as business needs evolve. Company Overview At Axway, we're more than a company-we're a pioneer. For 25 years, we've been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration. We're on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions. Why Axway? We believe in the power of togetherness. When you're part of Axway, you're part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you'll find camaraderie, collaboration, and the support of leadership to inspire you daily. Here, you'll grow, innovate, and succeed because we're better together. Each step forward in your personal journey is one we take as a team. Join us, and let's accomplish extraordinary things together. Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en. Ready to shape the future? Let's get started-because at Axway, together, we can. Together, we will. Axway is an AA and EEO employer #LI-SV1
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