IT Specialist (L2 Support) fluent in Spanish, Portuguese, and English

About the project

• As an IT Specialist (L2 Support) fluent in Portuguese, Spanish, and English, you will play a pivotal role in ensuring the seamless management of user accounts, network resources, and incident resolution for our clients’ IT environments. Operating from our state-of-the-art Kraków office, you will act as a trusted technical advisor, providing expert support and maintaining high standards of service delivery that align with HCLTech’s reputation for excellence.

Your responsibilities

• Manage user accounts across multiple platforms, including Windows, Active Directory, and Exchange.

• Create, administer, and maintain LAN accounts, Global Groups, and email accounts for new and existing users.

• Manage and standardize shared resources, such as distribution lists, directories, shared email accounts, calendars, and conference rooms, in accordance with client requirements.

• Set up servers and grant appropriate permissions following established client standards.

• Ensure efficient and secure access to IT tools, enabling clients to operate their businesses effectively.

• Serve as a System Administrator for User Account Maintenance and Incident Management Systems, including ongoing system housekeeping.

• Develop and update knowledge base documentation for user account maintenance procedures.

• Diagnose, resolve, and document hardware, software, and network problems, providing support via telephone and ticketing systems.

• Apply ITIL processes, participate in root cause analysis, and support incident, problem, and change management activities.

Our requirements

• Bachelor’s degree or equivalent in IT, Computer Science, or related field (3–4 years of higher education).

• 2–3+ years of experience in help desk, desk-side support, or IT customer service, with proven ability to resolve hardware-related issues.

• Fluency in Portuguese, Spanish, and English (minimum C1 level); proficiency in other European languages is a plus.

• Strong working knowledge of Windows operating systems (Windows 2000/2003/2008 servers; Windows XP/Vista/7 clients), Active Directory, Exchange (2003/2007), and Mac OS/OS X.

• Familiarity with UNIX/Mac environments and VPN/remote dial-in technologies.

• Experience with ITSM ticketing tools (e.g., ServiceNow, Remedy, HP Service Center, Peregrine Service Center).

• Understanding of ITIL processes, particularly in service desk, incident, problem, and change management.

• Excellent communication skills; able to effectively interact with customers and internal teams.

• Resourcefulness, strong customer service orientation, and dedication to high-quality service delivery.

Optional

• MCP, MCSE, or MCSA certifications preferred.

• ITIL Foundation certification (V2 or V3) is an advantage.

• Ability to define, document, and implement IT processes as required.

• Strong analytical and problem-solving skills, with aptitude for conducting root cause analysis.

• Willingness and ability to quickly acquire and apply new knowledge.

• Demonstrated ability to integrate and collaborate as a cross-functional team player in a fast-paced, knowledge-sharing environment.