2nd and 3rd Level IT Support Technician

Role overview This position focuses on delivering second- and third-level IT support, handling escalated technical issues that go beyond first-line resolution. It is aimed at experienced professionals working within an established IT services environment in Spain, with both full-time and part-time schedules available.

Responsibilities - Diagnose and resolve complex technical incidents escalated from first-line support teams. - Troubleshoot issues spanning hardware, software, networking, and end-user workstation environments. - Document root causes, workarounds, and known issues in shared knowledge base systems. - Collaborate with infrastructure and application specialists on recurring or systemic problems. - Manage a queue of support tickets while maintaining agreed service-level targets.

Requirements - Prior hands-on experience in IT support, ideally including exposure to escalated incident handling. - Working knowledge of common operating systems, enterprise applications, and basic network fundamentals. - Strong analytical and problem-solving skills, with clear written and verbal communication in English. - Ability to work independently, prioritise competing demands, and engage with non-technical colleagues.

Nice to have - Familiarity with remote support tooling, ITIL-aligned processes, and ticketing platforms. - Experience supporting cloud-based productivity or collaboration environments.