Spanish-speaking Helpdesk Technician

Inetum

Job description

Main missions:

The English-speaking Helpdesk Support Technician provides technical and functional assistance to remote users (phone, email, chat, ticketing) in French and English. He intervenes to resolve first-level incidents and escalate more complex problems to the technical teams concerned.

Receive and analyze user requests.

Provide level 1 technical support (diagnosis, identification and resolution of incidents).

Escalate unresolved incidents to higher levels (L2/L3).

Track tickets and ensure reporting of interventions.

Write and update technical documentation and knowledge bases.

Raise awareness of IT best practices.

Collaborate with technical teams to improve support processes.

Qualifications

Technical skills:

Proficiency in Windows and/or macOS environments.

Knowledge of workstation administration, networks, office automation tools and messaging (Office 365, Google Workspace, etc.).

Use of ticketing tools (ServiceNow, Jira, Zendesk, etc.).

Basics in cybersecurity and user access management.

Skills in diagnosing and resolving hardware and software failures.

Language skills:

Fluent Spanish (written and oral) is mandatory.

Fluent French.

Behavioural skills:

Excellent communication and sense of customer service.

Listening skills and pedagogy.

Rigour, autonomy and responsiveness.

Analytical and synthesis skills.

Ability to work under pressure and manage priorities.

Additional Information

Bac +2/+3 in Computer Science (BTS, DUT, Professional License in Computer Support, Systems and Networks, etc.).

1-3 years of experience in a similar position.

Experience in an international environment is an asset.

ITIL, Microsoft, CompTIA A+ or equivalent certifications are a plus.