Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.
Job Overview
We are seeking a skilled IT Support Technician (Level 1–2) to join our team in Madrid. In this role, you will serve as the first point of contact for technical support, assisting with a wide range of hardware, software, network, and user access issues. You’ll be instrumental in ensuring the smooth day-to-day operation of our IT systems and supporting end users across the organization.
Key Responsibilities
- Provide first-line technical support for hardware, software, and network issues.
- Respond to tickets via ITSM tools (ServiceNow / Jira / Remedy, etc.).
- Support Windows OS (Windows 10/11) and Microsoft Office 365 issues.
- Manage user accounts (password resets, access management, group policies).
- Basic troubleshooting for:
- Printers and peripherals
- Email (Outlook)
- VPN access
- Network connectivity
- Install, configure, and upgrade desktop/laptop systems.
- Provide remote and on-site support as required.
- Maintain documentation of incidents and resolutions.
- Troubleshoot advanced desktop issues.
- Basic Active Directory administration.
- Support M365 (Exchange, Teams, SharePoint – basic admin tasks).
- Assist in server access issues (basic understanding).
- Perform hardware replacements and system imaging.
- Coordinate with infrastructure/network teams for escalations.
- Assist in root cause analysis for recurring incidents.
- Technical Skills Required
- Windows 10/11 troubleshooting
- Microsoft Office 365 support
- Active Directory (User/Group Management)
- Basic networking (IP, DNS, DHCP concepts)
- Remote tools (TeamViewer / AnyDesk / SCCM)
- ITIL understanding (preferred)
Soft Skills
- Strong communication skills
- Customer-focused mindset
- Ability to work in an SLA-driven environment
- Good documentation skills
- Ability to prioritize and multitask
Nice to Have
- ITIL Foundation Certification
- Experience in a corporate or enterprise environment
- Exposure to ticketing systems
- KPIs / Performance Metrics
- SLA adherence
- First Call Resolution (FCR)
- Ticket closure rate
- Customer satisfaction score (CSAT)
Experience
- 2–5 years in IT support, helpdesk, or technical support roles.
Technical Proficiency
- Operating Systems: Windows 10/11, macOS, iOS, Android.
- Applications: Microsoft 365 Suite, Active Directory, ticketing/helpdesk platforms.
- Networking: Basic understanding of LAN, VPN, DHCP, DNS, and TCP/IP protocols.
- Tools: Familiarity with ServiceNow, ManageEngine, Jira, and remote desktop tools.
Languages
- Fluent in Spanish and proficient in English (both written and spoken).
- Additional languages are a plus.
Availability
- Willingness to work outside of standard business hours if required.
- Open to participating in on-call rotations as needed.
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.eu@axiomtechnologies.com