Events & Helpdesk Technician

Your mission:
We are looking for an Events and Helpdesk Technician responsible for the setup, management, and teardown of all events held at our Madrid campus. Additionally, they will need to provide remote support, if necessary, for events at our campuses in Heidelberg, Paris, and Tampa.
When no events are scheduled in Madrid, the technician will assist the Helpdesk team by resolving pending tickets. This includes Level 1 and Level 2 support for staff, faculty, and students, handling issues related to access to university platforms and applications, as well as network-related matters on campus.

The working hours will be Monday to Thursday, from 11:45 AM to 9:00 PM, and Friday from 12:00 PM to 7:00 PM, with a one-hour lunch break each day.
Full-time on-site availability is essential, as well as schedule flexibility. If there’s an event scheduled in the morning, the technician will need to start earlier and leave earlier that day.
Full weekend availability is also required, whether the event takes place on a Saturday or Sunday. Any hours worked over the weekend will be compensated with time off during the following week, at the technician’s discretion.

Tasks and Responsabilities:
• Setup, execution, and teardown of events, including camera operation, microphone and speaker configuration
in rooms, and management of live streaming.
• Document the operation of hardware and software related to events, for example, how to use the cameras in one of the rooms to connect them to streaming events.
• Periodic maintenance of hardware and software used for events, ensuring everything runs optimally.
• Pre-event testing of equipment to guarantee flawless execution.
• Editing and post-production of event recordings for distribution or archiving.
• Incident resolution and request management through a ticketing platform, ensuring efficient responses and quick solutions. SLA compliance.
• Provide L1 and L2 Helpdesk support at the Madrid campus, and L2 support for other campuses, for staff,
faculty, and students. L1 support focuses on resolving basic issues, while L2 handles intermediate problems.
• Resolve incidents and manage requests through a ticketing platform, ensuring efficient responses and
solutions.
• Administer the university's applications and services, including user and permission management. These
applications include the entire Microsoft 365 suite (Azure, SharePoint, Teams, among others) and various additional platforms.
• Manage the hardware and software inventory, ensuring it is always up to date, both in terms of stock and items
already distributed.

Your Profile:
• Training in audiovisual and IT fields, with particular value given to holding a Higher Technician in Networked Computer Systems Administration (ASIR) degree.
• Technical experience:
• Handling cameras, microphones, speakers, and screens.
• Experience working with Azure environments, educational platforms, and ticketing tools, with Jira being especially valuable.
• Either native English speaker or proficiency level of English competency.
• Either native Spanish speaker or proficiency level of Spanish competency.
• French and German would be an asset.