Helpdesk Specialist


Job description

  • Handling Helpdesk request
  • Categorize requests
  • Resolve First Level Support requests
  • Escalation to 2nd / 3rd Level support
  • Produce and maintain documentations
  • Produce and maintain Helpdesk knowledge base
  • Maintenance of Helpdesk portal


  • A fluent English speaking and writing support engineer who can collaborate between offices in Madrid and across Europe
  • Minimum 2 years of experience as Support Engineer
  • Good understanding and operational of Atlassian products in particular JIRA and SERVICEDESK preferred or experience with other ITSM Systems e.g. SAP SOL Manager, SCSM, HP-Service Manager etc.
  • Very good communications skills to ensure we provide an efficient service
  • Indepth knowledge of Windows 7 or 8/10, Office 2013 or 2016
  • Onsite 1st level support for our user's & IT components in our Madrid office, also in combination with 2nd level support for our HQ
  • Team player mentality
  • Open to travel if needed

What they can offer you

  • Competitive salary
  • 28 days’ vacation (plus Dec 24 and 31)
  • Medical insurance
  • Mobile phone for personal use
  • Flexible working hours
  • Training budget for external training and conferences
  • Language courses and Safari Digital Library
  • Free drinks and fresh fruit