We are looking for an IT Support professional who provides technical assistance for computer systems, hardware and software, ensuring the smooth operation of the organization’s technology infrastructure.

Job Position: Local IT Support Analyst

Wella Company - Madrid Office

Typical Duties and Responsibilities

• ·         Provide technical support to staff and customers, troubleshooting and resolving hardware, software, and network issues.
• ·         Install, configure, and maintain computer systems within the organization, with a strong focus on Intune deployment for managing Windows laptops and Apple mobile devices (iPhone, iPads).
• ·         Monitor and maintain computer systems and networks, ensuring optimal performance and addressing basics of IT networking as required.
• ·         Maintain local asset and manage local stock.
• ·         Promptly respond to support requests, documenting issues and their resolutions using ServiceNow ticketing system.
• ·         Maintain documentation related to IT procedures, configurations, and troubleshooting steps.
• ·         Provide training and support to end-users to help them effectively use technology resources, ensuring good communication in English, both spoken and written, as a key factor.
• ·         Work collaboratively with remote teams, IT staff, and departments to ensure seamless integration of technology solutions.
• ·         Effectively communicate with various stakeholders, from IT teams supporting with remote services to the local leadership team, applying priority, urgency, and escalation protocols when necessary.

Job Requirements

• ·         Minimum of 2 years of experience in similar roles.
• ·         Proficiency in English, both spoken and written, is essential.
• ·         Hands-on experience with Intune deployment for Windows laptops and Apple mobile devices.
• ·         Basic knowledge of IT networking.
• ·         Experience in working with remote teams and using ticketing systems.
• ·         Strong interpersonal skills to effectively interact with diverse stakeholders, including IT teams and local leadership.
• ·         Capability to assess and apply priority, urgency, and escalation processes effectively.

Work Conditions

• ·         Main location: On-site at Wella Company’s Madrid office for local IT activities.
• ·         After the training period, remote working opportunities will be available based on the on-site activity schedule.
• ·         Schedules site visits in secondary locations (monthly/bi-monthly in Madrid, yearly/bi-yearly in Barcelona and Lisbon)

This role involves resolving technical issues, maintaining IT systems, and acting as the escalation point of contact for employees experiencing difficulties. The IT Support professional troubleshoots and resolves issues quickly to minimize downtime and maintain productivity.