IT Support Technician

THE ROLE

This position will be a hybrid role, working at the Madrid office and remotely (as needed). The person in this position is expected to have technical ownership over all business productivity tools and will be held accountable for the health of all deployed equipment. They need to be in tune with how technology is leveraged to support the business, the client’s and the end users we serve.

As a member of the Legends Global IT technical support team, this role serves as the first point of contact for our team when they seek technical assistance. You will perform on‑site and remote troubleshooting through diagnostic techniques and pertinent questions and determine the best solution based on the issue and details provided by customers. We are looking for a technician to provide customers with assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them. The technician must have good technical knowledge and be able to listen effectively to understand the problem and communicate possible solutions. They must also be customer‑oriented and patient to deal with difficult situations. In addition, the technician will be responsible for working within our Service Management program, sharing all relevant technology operations challenges and solutions throughout the entire technology team.

This will usually be delivered as an initial notification and in most cases followed up with a well‑defined knowledge base article. When issues do arise, this person is expected to keep the user base informed of issues, set clear expectations for how the issue will be addressed and when a resolution can be expected.

The individual will work closely with the local team and the global Legends Global technical support teams in America and the UK to provide service excellence. There will be regular collaboration between this role and the other geographically dispersed technical employees, along with outside vendors when there is an issue. Feedback from the person in this role to support continuous improvement initiatives is key.

They are expected to find and expeditiously apply solutions to reactive and pro‑active challenges as they present themselves. As part of the central technology operations team, this role will report to the IT Corporate Helpdesk Manager in the USA, but partner closely with the UK and local business stakeholders they support. The role will provide the relevant service to all Legends Global employees on an ongoing basis.

• Childcare vouchers to make family life a little easier
• A comprehensive health insurance with Aegon to keep yourself and your loved ones covered
• Company support to get your game on with your favourite sporting activities and keeping you active
• A pension scheme with Generali so your future is just as bright as today
• A flexible hybrid work setting giving you up to 52 days a year to work from home
• A Pluxee restaurant card to treat yourself to great meals

• Provide IT support for end users in Madrid and other mainland Europe location
• Assist the IT staff in the other European venues as necessary
• Ensure that the IT requirements of the events in the venue are met
• Provide event support as required
• Assist with the development and implementation of IT policies and procedures
• Day to day administration of the networks hardware, software, infrastructure and end users
• Assist with IT Network and Systems issues
• Provide remote monitoring and on‑site system support
• Support the EPOS, ticketing and telephone system applications across the estate
• Monitor IT security and support the administration functions
• Support several IT projects, upgrade and change programmes
• Management of Spam/Anti‑virus systems
• Carry out other duties as required

• Analytical and organisational skills
• At least 3 years’ IT experience, preferably within a commercial environment
• Good working knowledge of Microsoft Desktop OS
• Good working knowledge of Microsoft 365 applications
• Good working knowledge MS Teams and Share Point
• Working knowledge of Wi‑Fi in a commercial environment
• Experience of network configuration, VLans etc
• Experience of…