Contract: Permanent, Full-Time
Languages: English & Spanish

The team, position & mission:

To strengthen our European IT Team, we are looking for an IT Helpdesk technician to support our company employees across Europe. Your role will be to manage the incoming flow of requests, gather necessary evidences from the requesters, and solve or re-assign the request to the right specialist within the team, following our internal processes for compliance. When necessary for resolution, you will escalate issues to senior team members or other departments ensuring prompt and effective problem-solving.

You will provide in person or remote support for end-users, including troubleshooting and resolving technical issues related to remote work setups, such as VPN and collaboration tools. Beyond daily support, you will contribute to IT projects across the company, allowing you to explore new technologies and methodologies.

What You'll Do:

• Manage accesses on various platforms (Active Directory, Azure, VPN, Business Application access...).
• Manage requests and incidents via tickets, phone or in-person, ensuring that all issues are resolved in a timely manner.
• Qualify and assign the requests to the most qualified team member.
• Assist and train end users on IT and cybersecurity topics, enhancing user awareness and compliance.
• Ensure proper follow-up of the established procedure.
• Troubleshoot, maintain and configure end-user devices, including laptops, desktops, and mobile devices, ensuring they are properly configured and secure.
• Assist with the support and management of cloud-based platforms, including Azure and Office 365, helping users with access, configurations, and resolving issues.
• Diagnose, analyze issues, and propose the appropriate solutions.
• Participate to the design/completion of the documentation and procedures.
• Follow-up and report on activities.

Who You Are:
Your Education & Experience

• Bachelor's degree in Information Technology or equivalent experience.
• 1–2 years of proven experience in a similar technical support or helpdesk role.

Your Technical Expertise
You know your way around the following environments

• Active Directory: users, groups, GPO, Sites and services, replication, ...
• Azure Active Directory (Entra): Apps, Access Management, ...
• Microsoft 365 / Office 365: Licenses, Exchange Online (shared mailboxes, dynamic and static distribution lists), Teams, Dynamics.
• Microsoft Azure: Deployment of resource groups and resources, access management.
• Networks: TCP/IP: DHCP, DNS, VPN SSL & IPSEC for diagnostic.
• Familiarity with ITIL-based service desk software for efficient incident and request management.

Your Way of Working

• Thoughtful initiative and adaptability to new situations.
• Genuine commitment to service and user satisfaction.
• Knowledge sharing, teamwork, and contribution to collective improvement.
• Balance between attentive listening, relevant questioning, and clear idea-sharing.
• Resilience and composure during peaks in support requests.
• Accuracy and consistency in following defined procedures.
• Professional communication in English and Spanish, both spoken and written.

It is not a requirement, but other preferred knowledge or certifications would be

• Any ITIL-based service desk software.
• Windows & Linux administration.
• Monitoring via Zabbix (SNMP).
• Microsoft Intune.
• ITIL Certification.
• Microsoft Certification.

What we offer you:

• Hybrid ways of working with access to our modern & collaborative office in Madrid.
• We may work with tomorrow’s technology, but at our core we are a people-oriented organization and we are proud to have our Great Place to Work certification.
• An open and inclusive culture, that enables us to reach our full potential.
• A community of experts - as Digital Natives, we put innovation at the heart of our expertise.
• Read more about the benefits we offer here.

About Orange Business:

Orange Business is a leading network and digital integrator company with offices in 65 countries worldwide, and part of the Orange Group.

Digital Services, a business line of Orange Business is a newly created division within Orange Business. In Europe the business line consists of approximately 1500 people distributed across 9 countries. We are digital natives, with innovation at the core of our business, which makes us a reliable partner close to our customers. Our joint mission is to help innovate, drive and lead them in their digital transformation challenges and business strategies in key digital domains, including Cloud, Customer Experience, Digital Workspace and Data & AI. As an agile and fast-moving digital business partner, the business line offers trusted end-to-end solutions and products that help businesses in a wide range of industries in the private and public sector transform their operations, enhance customer experience, and drive growth.

With our digital expertise, we are a strategic partner of Orange Business objectives to be a leading network and digital integrator with our team as a key growth engine.

The process:
We screen applications on an ongoing basis, with the aim of conducting conversations and interviews as we receive them.

Interested but feel that you don't match the criteria 100%? We encourage you to apply anyway! We believe in the potential of diverse skill sets, perspectives and individuality. We want to encourage everyone to be their authentic selves and your unique capabilities may align perfectly with our team's needs! Your perfect match might be the next job we are announcing, so why not have a head start and apply now!

Are you interested to read more about Orange Business? Visit our Website or follow our LinkedIn account.