About ONE Contact

ONE Contact is a Scandinavian contact-centre company that has been operating since 2002. With around 200 employees, the company handles more than 300,000 customer interactions in over ten languages every month. ONE Contact supports businesses with customer service, sales and customer retention services. Its headquarters are in Malmö, Sweden, and it also has an office in Barcelona.

Learn more at onecontact.se.

About the role

We are looking for a practical and service-minded IT & Security Operations Technician to provide first-line technical support to our employees and help monitor the day-to-day health and security of our IT environment.

You will be a first point of contact for common hardware, software, connectivity and access issues. You will also carry out routine security and infrastructure checks, document findings, and escalate incidents to the relevant system administrators when necessary.

This is an operational support role. Major infrastructure changes and security-critical configuration work are handled by the responsible system administrators.

Key responsibilities

IT support

- Receive, register, troubleshoot and resolve Level 1 IT support requests.
- Support employees with Windows computers, monitors, docking stations, keyboards, mice, headsets, printers and other peripherals.
- Troubleshoot common software, browser, operating-system and application issues.
- Assist with Wi-Fi, wired network, VPN and general connectivity problems.
- Help users with account, authentication and access issues within your assigned permissions.
- Provide support to employees working remotely.
- Install, configure and update approved software and hardware.
- Prepare computers and equipment for new employees and assist with IT onboarding and offboarding.
- Maintain accurate equipment records and document recurring issues and solutions.

Server maintenance and infrastructure operations

- Assist with routine maintenance of Windows Server and Linux server environments.
- Carry out approved routine checks of server availability, system health, resource usage, storage capacity and relevant logs.




- Assist with operating-system updates and patching in accordance with established maintenance procedures and authorisation.
- Identify and report service interruptions, failed updates, capacity warnings and other unusual server behaviour.
- Help verify that services are operating normally after authorised maintenance and escalate problems that require administrator privileges or specialist intervention.

Security and infrastructure monitoring

- Perform daily operational checks of the company’s security monitoring environment and FortiGate firewalls.
- Review high-severity security alerts in Wazuh and identify suspicious or unusual activity.
- Monitor administrator login activity, repeated authentication failures and other significant security events.
- Check that firewall logs are being received by Wazuh and that VPN services are operating normally.
- Look for obvious system warnings, connectivity problems, unexpected firmware changes and unusual resource utilization.
- Review relevant Fortinet security advisories and report critical vulnerabilities that may affect the company’s infrastructure.
- Carry out scheduled weekly checks, including reviewing medium-severity alerts, firewall versions, administrator activity and VPN stability.
- Record findings clearly and escalate potential incidents according to established procedures.

Incident handling and documentation

- Identify and report suspected security incidents, outages and infrastructure problems promptly.
- Collect relevant details, such as timestamps, affected users or systems, alerts and error messages.
- Assist system administrators with troubleshooting and follow-up when requested.
- Help verify service availability after authorised maintenance and report unexpected behaviour.
- Maintain clear records of support requests, monitoring checks, incidents,



equipment and troubleshooting procedures.
- Follow established security, access-control and change-management procedures.

What we’re looking for

- Experience in a Level 1 IT support, IT technician, helpdesk or similar operational role.
- Good general knowledge of Windows computers, common business applications and hardware peripherals.
- Basic understanding of networking, including Wi-Fi, TCP/IP, VPNs and connectivity troubleshooting.
- Basic familiarity with Windows Server and Linux server environments, including routine maintenance and health checks.
- An interest in IT security and infrastructure monitoring.
- Strong troubleshooting skills and a methodical approach to identifying problems.
- Good documentation and communication skills.
- A responsible attitude towards confidential information, user access and IT security.
- The ability to recognise when an issue needs to be escalated rather than making unauthorised changes.
- A service-oriented mindset and the ability to support both office-based and remote employees.

Useful additional experience

- Familiarity with security monitoring platforms such as Wazuh.
- Familiarity with FortiGate firewalls or Fortinet security advisories.
- Experience with VPN troubleshooting and basic network diagnostics.
- Experience carrying out routine Windows Server or Linux server maintenance, updates, log checks or service-health checks.
- Experience preparing computers, managing equipment records, or supporting employee onboarding and offboarding.
- Experience working with IT ticketing and documentation processes.

Languages

- English: Fluent – required.
- Spanish: A plus.
- Swedish: A plus.

What success looks like

In this role, you will help employees get back to work quickly, ensure routine security checks are completed consistently, keep accurate records, and make sure potential security or infrastructure issues reach the right person promptly.

You will work closely with the IT team and system administrators, following established procedures and access permissions.

Sueldo: 18.400,00€-24.180,00€ al año

Ubicación del trabajo: Empleo presencial

📌 IT & Security Operations Technician (Level 1) (Barcelona)
🏢 One Contact
📍 Barcelona