TI​/Tecnología, Soporte de TI, Administrador de sistemas

Key User Service Desk

Work with us – a leading provider in Cloud, SAP, Microsoft, and software development – to shape future‑proof IT solutions for our corporate clients.

• Act as the central contact point for technical key users regarding server, platform, workplace, and infrastructure‑related services.
• Receive, classify, prioritize, and document incidents, service requests, changes, additions, and reductions in the ITSM tool.
• Perform structured first analysis, validate information, and request missing details where required.
• Resolve standard and recurring technical issues independently within the defined scope.
• Route complex incidents and requests to the appropriate 2nd‑ or 3rd‑level resolver teams.
• Monitor ticket progress, update ticket documentation, and ensure transparent communication throughout the ticket lifecycle.
• Support escalation handling for urgent incidents and priority cases.
• Create, maintain, and improve knowledge articles, solution descriptions, and technical documentation.
• Contribute to process improvements, service quality initiatives, and customer satisfaction activities.

• Good knowledge of Microsoft Windows client and server operating systems, including Windows 10/11 and Windows Server environments.
• Solid understanding of Active Directory, group policies, user and group administration, and permission analysis.
• Basic to good knowledge of Microsoft 365 services such as Outlook, Teams, One Drive, SharePoint, and related access or synchronization topics.
• Initial experience with Azure Active Directory, identity management, and multi‑factor authentication processes.
• Understanding of network fundamentals such as DNS, DHCP, VPN, proxies, network drives, and basic connectivity troubleshooting.
• Familiarity with ITSM tools for ticket documentation, classification, prioritization, and lifecycle management.
• Experience with remote support tools and diagnostic methods, including log analysis and structured error investigation.
• Basic scripting skills, preferably with Windows Power Shell or batch scripting, are beneficial.
• Awareness of security requirements, access control principles, and incident handling procedures.

• Expand your professional horizons and explore exciting internal development opportunities and a wide range of training programs.
• Receive respect and appreciation from your colleagues and take advantage of the diverse offerings of our diversity management.
• Work with the latest technologies and the constant innovations.
• Benefit from our mix of trust‑based working hours and flexible work location (including home office) for a great work‑life integration.
• We provide you a company healthcare program.
• 30 days of vacation.