Experience Level:
- Experienced professional

Area:
- IT

Location:
- Calle Trinidad Grund 12, 29001 Málaga

Employment Type:
- Full-time

Company:
- Drees & Sommer Digital Services

Start Date:
- By arrangement

We are looking for a First Level IT Support Technician to join our IT team in a fully remote role. The position provides first-line technical support to internal users across different countries and general regions, helping ensure smooth and efficient IT operations.

Due to the international scope of the role, working hours may include evening or night shifts, depending on the regions being supported.

YOUR TASKS:
Key Responsibilities
- Support users located in multiple countries and time zones.
- Diagnose and resolve basic hardware, software, and connectivity issues.
- Document incidents, requests, and resolutions accurately in the IT ticketing tool.
- Escalate complex or unresolved issues to second-level support teams.
- Support user onboarding and offboarding (accounts, permissions, basic setup).
- Follow IT procedures, standards, and security policies.




- Contribute to improving support processes and user experience.

Working Model & Schedule
- Fully remote position.
- Shift-based role, with flexibility to work evening or night shifts to support global regions.
- Shift planning will be organized in advance according to business needs.

Technical additions
- Password resets / account unlocks
- User and permission management
- Remote troubleshooting tools
- Identity / user management

Ticket handling
- SLAs / prioritization
- Ability to prioritize tickets based on urgency and impact

Knowledge base / documentation
- maintaining FAQs, runbooks, and standard solutions

YOUR PROFILE:
- Previous experience in IT Support / Service Desk / Helpdesk:
- Basic knowledge of:
- Windows
- Microsoft 365 tools (Outlook, Teams, SharePoint)
- IT ticketing systems
- Strong communication and problem-solving skills.
- Comfortable working with users from different cultures and

📌 First Level IT Support (Málaga)
🏢 DREES & SOMMER
📍 Málaga