IT Support Analyst with Spanish & English
HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B.
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Detailed Responsibilities:
Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Spanish and English
Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation
Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System
Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution
Administer and manage user access permissions across various systems, ensuring security and compliance
Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution
Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions
Skill Requirements:
Proficiency in both Spanish and English (minimum B2 level in each)
Excellent verbal and written communication skills, with the ability to explain technical information clearly
Strong customer service orientation and problem-solving abilities
Solid understanding of IT environments, including experience with Windows OS, MS Office, Internet browsers, antivirus, firewall software, and PC hardware troubleshooting
Ability to rapidly acquire new technical knowledge and adapt to changing processes
Experience in documenting and managing incidents using ticketing or call tracking systems
Required Qualifications:
Previous experience in a technical support or IT helpdesk role
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Proven ability to support users in both Spanish and English
Other Requirements (Optional):
ITIL Foundation certification or working knowledge of ITIL best practices
Experience working in a multinational or multicultural environment
Familiarity with remote troubleshooting tools and enterprise IT systems
Career Development Opportunities:
At HCLTech, we are deeply invested in the professional growth of our employees. As an IT Helpdesk Analyst, you will have access to continuous learning programs, technical certifications, and soft skills training tailored to your career aspirations. High performers are regularly considered for advancement into senior technical roles, specialized IT tracks, or leadership positions both locally and globally. You will also benefit from mentorship initiatives, cross-functional project exposure, and opportunities to participate in global technology innovation programs, ensuring a dynamic and rewarding career path within HCLTech.
This is hybrid position from our Krakow office at Opolska 112.
3 days onsite, 2 days remote
What we offer:
Life insurance
Private medical care
MultiSport Card
Subsidies for glasses
Subsidies for language courses
Christmas and holiday bonuses