Service Desk – English B2-C1 – Trujillo

About the role

Are you passionate about technology, user support and incident resolution? Join a dynamic team that delivers reliable IT services while leveraging automation and artificial intelligence to improve efficiency and user experience.

Key responsibilities

• Handle and manage IT incidents and service requests.
• Perform initial troubleshooting and execute documented recovery procedures.
• Monitor tickets, ensuring compliance with SLAs and follow‑up until closure.
• Provide remote technical support to end users and document each interaction.
• Escalate incidents to specialized support teams when required.
• Use knowledge bases, runbooks and ITSM tools to resolve issues efficiently.
• Collaborate with technical teams in a 24x7 IT operations environment.

Required profile

• Technical degree or Bachelor’s in Systems Engineering, Computer Science, IT or related field.
• 1–3 years of experience in Service Desk, Help Desk, L1/L1.5 support, NOC or IT call‑center environments.
• Conversational English (B2‑C1) – mandatory.
• Availability to work rotating 24x7 shifts aligned with Spain working hours.

Required skills

• Ticketing tools such as ServiceNow, Jira or Remedy.
• Knowledge of ITIL processes (Incident, Service Request, Change Management).
• Working knowledge of Windows and Linux operating systems.
• Familiarity with Active Directory, VPN, RDP, SSH and remote support tools.
• Basic automation scripting (PowerShell, Shell, Batch or Runbooks).
• Understanding of AS/400 (IBM iSeries) is a plus.

What we offer

• Permanent contract with full statutory benefits from day one.
• Private health insurance (EPS) and oncology coverage (100 % employee, 80 % dependent).
• Pluxee meal card.
• Professional development and clear career path.
• Corporate discounts and a collaborative, inclusive work environment.