IT Support Technician – Helpdesk Level 1

We are looking for an IT Support Technician – Helpdesk Level 1 ! eng We are looking for an IT Support Technician to provide technical support to employees across all business areas, assisting users in both English and Spanish. In this role, you will be responsible for receiving, troubleshooting, and resolving Level 1 IT requests, ensuring timely support and a positive user experience. You will also manage user accounts, maintain company equipment and asset records, document solutions, and promote good technology and cybersecurity practices. When an issue requires advanced technical assistance, you will coordinate its escalation to the appropriate IT team, ensuring all relevant information is documented for an efficient resolution. Responsibilities: Ticket Management: Receive, classify, prioritize, and manage IT requests through Jira Service Management, ensuring timely resolution or escalation in accordance with established SLAs. Technical Support: Troubleshoot and resolve Level 1 issues related to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows 10/11, laptops, printers, peripherals, VPN clients, Ringover, and other business applications. User Account Management: Create, update, and disable user accounts in Active Directory and Microsoft Entra ID; manage password resets, MFA registration, and license assignments following onboarding and offboarding procedures. Issue Escalation: Escalate Level 2 incidents to Infrastructure or Platforms engineers, providing clear d