IT Help Desk Specialist servicing IT incidents and requests for corporate services department. Supporting IT Operations team with technical troubleshooting and user assistance in a structured ITSM environment.
About the role
- IT Help Desk Technician supporting employees across Europe at Orange Business. Managing access requests, providing troubleshooting assistance, and contributing to IT projects with a focus on user satisfaction.
Responsibilities
- 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.
Requirements
- Bachelor's degree in Information Technology or equivalent experience.
- 1–2 years of proven experience in a similar technical support or helpdesk role.
- 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.
- Professional communication in English, both spoken and written.
Benefits
- Hybrid ways of working with access to our modern & collaborative office in Madrid.
- 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.
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